Direct, guide, and train reservation team members on core duties and best practices, fostering a supportive and inclusive work environment
Achieve and exceed reservation KPIs, including membership enrollment targets and occupancy goals through strategic planning and team motivation
Coach, mentor, and provide constructive feedback to team members to maintain a positive, high-performing team culture and address performance gaps when necessary
Drive quality assurance initiatives, including reporting, training, and continuous development of all team members to enhance service delivery
Collaborate closely with revenue management and regional teams on availability, pricing strategies, and reservation methodologies to maximize yield
Enforce stop sales protocols on room types, market segments, and rate levels as directed by hotel leadership and revenue management
Manage and coordinate all arrival procedures in partnership with front office and reservations teams to ensure seamless guest check-ins
Process and input reservations accurately following all hotel standard operating procedures and system requirements
Handle direct reservations and executive office bookings when necessary, maintaining professionalism and attention to detail
Minimize outstanding accounts and ensure timely follow-up on all reservation-related financial matters
Coordinate group reservations with precision, ensuring contract rates are accurately loaded into systems to maximize efficiency and prevent revenue leakage
Maintain a positive, consultative selling approach to optimize both occupancy rates and revenue forecasting
Analyze reservation data and trends to identify opportunities for improvement and implement innovative solutions
Communicate transparently with stakeholders regarding reservation status, challenges, and performance metrics
Required Skills & Competencies:**
Proficiency in reservation management systems and hotel property management software
Strong leadership and team management abilities with proven experience coaching and developing team members
Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments
Advanced analytical and problem-solving capabilities with strong attention to detail
Proficiency in revenue management principles and yield optimization strategies
Demonstrated ability to multitask and prioritize in a fast-paced environment
Strong computer skills and proficiency with Microsoft Office applications
Exceptional customer service orientation with empathy and conflict resolution abilities
Time management and organizational skills with the ability to meet deadlines consistently
Sales acumen and ability to maximize revenue through strategic booking management
Required Experience:**
Minimum 3-5 years of experience in hotel reservation operations or similar hospitality environment
Proven experience in a supervisory or management role within a reservation department
Demonstrated track record of achieving and exceeding KPIs and revenue targets
Experience coordinating with revenue management and regional teams
Background in group reservation coordination and contract management
Preferred Qualifications:**
Experience with multiple reservation systems and property management platforms
Knowledge of hotel industry standards and best practices
Certification in hospitality management or revenue management
Experience in a luxury or upscale hotel environment
Familiarity with business intelligence tools and reporting systems
Background in training and development program design
Education:**
High school diploma or equivalent required
Bachelor's degree in hospitality management, business administration, or related field preferred
