The Reservations Manager plays a pivotal role in managing reservations, ensuring optimal occupancy, revenue maximization, and delivering an exceptional guest booking experience. This role requires strong organizational skills, a keen understanding of sales strategies, and effective team / leadership management. This is an extremely guest-centric role.

Key Responsibilities:

  1. Reservation Management:
    • Oversee and manage all reservation enquiries and bookings.
    • Ensure all bookings are recorded accurately and promptly.
    • Coordinate with the Revenue and Marketing teams to optimize reservations and revenue.
  2. Team Leadership and Training:
    • Lead and mentor the reservations team.
    • Provide regular training sessions to ensure the team is updated on the latest hotel offerings, promotions, and booking systems applicable to Totalstay.
  3. Revenue Management:
    • Work closely with the Revenue Manager to establish room rates based on occupancy trends.
    • Collaborate with the marketing team to develop and implement promotions to increase bookings during off-peak times.
  4. Guest Experience:
    • Ensure that the reservations team provides outstanding guest service during the booking process.
    • Address guest concerns and feedback related to reservations promptly and professionally.
  5. Systems and Processes:
    • Manage the use and maintenance of reservations software and systems.
    • Continuously seek improvements in reservation processes to enhance efficiency and guest experience.

Skills and Qualifications:

  • Education in Hospitality Management, Business, or related field.
  • Minimum of 3 years of experience in a customer service role, with at least 2 years in a management.
  • Proficiency in cloud-based project management and ticketing software is a plus.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and manage time effectively.

Personal Attributes:

  • Detail-oriented and highly organized.
  • Guest-focused with a passion for service excellence.
  • Proactive, adaptable, and solution-oriented.
  • Exceptionally strong leadership skills.
  • Ability to work in a high-pressure environment.
  • A team player with strong leadership qualities.