Reservations Manager

Human Resources•Napa, CA

40d

About The Position

As the Reservations Manager, you will lead all aspects of the Reservations Department, ensuring exceptional accuracy, service, and performance. You will oversee the Reservations team—including the Reservations Supervisor, Reservations Coordinator, and Group Rooms Coordinators—and play a key role in optimizing room inventory, driving conversion, and ensuring seamless alignment across Revenue Management, Sales, and Front Office operations. Your leadership will directly support revenue growth and elevate the guest experience.

Requirements

Proven leadership experience in reservations or front office operations, preferably within a luxury or upscale hotel environment.
Strong analytical skills with experience in revenue systems, forecasting, and rate structures.
Excellent communication and interpersonal skills, with a focus on coaching and team development.
Strong understanding of hotel operations and cross-departmental collaboration.
High commitment to service excellence and guest satisfaction.
Exceptional attention to detail and organizational skills; able to manage multiple priorities in a fast-paced environment.
Ability to collaborate across departments under time-sensitive deadlines.
Analytical, data-driven, and highly accurate when managing complex reservation data.
Strong leadership skills with the ability to motivate diverse team members and remain composed under pressure.
Extended periods of computer and desk work required.
Flexibility to work weekends or holidays based on business needs.

Nice To Haves

Experience with Infor HMS (PMS) and SynXis (CRS).
Prior involvement with group management, including rooming lists and attrition tracking.
Familiarity with sales, revenue, and forecasting reporting tools.
Hospitality degree or equivalent combination of education and experience.
Strong written and verbal communication skills.

Responsibilities

Lead, train, mentor, and motivate the Reservations team to uphold high standards of service and accuracy.
Oversee daily reservations operations, ensuring timely and precise handling of individual and group bookings, changes, and cancellations.
Partner with Revenue Management to maintain rate integrity, inventory controls, and alignment with pricing strategies.
Review daily pickup, forecast variances, and booking pace reports to identify trends and opportunities.
Collaborate with Sales to manage group blocks, rooming lists, cutoff dates, and communication flow.
Ensure adherence to established reservation and revenue procedures, including deposits, billing instructions, and special requests.
Analyze call conversion performance and implement process improvements to maximize efficiency and sales effectiveness.
Monitor team KPIs, conduct coaching sessions, and manage schedules to support business needs.
Partner with Marketing to support special offers, packages, and promotional initiatives.
Oversee training programs to ensure consistent product knowledge and service delivery.
Maintain data integrity across PMS and CRS platforms, ensuring accurate representation of policies, rates, and availability.