Reservations Manager

EOE/AA/Disabled/Veterans

Position Overview

A Reservations Manager is responsible for overseeing the reservations operations to ensure efficient professional and customerfocused service delivery. This role manages reservation systems leads the reservations team maximizes room or service occupancy and supports revenue optimization. The Reservations Manager works closely with Sales Front Office Finance and Operations to ensure accurate booking information and exceptional guest experiences.

Key Responsibilities

Leadership & People Management

Lead and manage the reservations team ensuring smooth daily operations.

Recruit train coach and evaluate team members to maintain high performance standards.

Ensure team compliance with hotel policies procedures and brand standards.

Create Standard Operating Procedures (SOPs) and follow Forbes standards hotel credit policies and brand standard guidelines at all times and train all the team members.

Reservations Operations & Service Delivery

Oversee all individual group and corporate bookings to ensure accuracy and efficiency.

Ensure accurate entry and management of bookings in the Property Management System (PMS).

Provide clear and accurate information regarding room types rates policies and hotel facilities to the colleagues and guest.

Ensure the highest level of service is delivered during the reservation process.

Handle VIP repeat guests and special requests personally to ensure satisfaction.

Resolve guest concerns or complaints in a timely and professional manner.

Resolve complaints or escalate to leaders when necessary ensuring guest satisfaction.

Revenue Management & Pricing Execution

Follow the hotels strategies and revenue management guidelines as established by the Commercial Director.

Monitor room availability rates overbooking and booking trends to optimize occupancy and yield.

Work closely with the Revenue and Sales team to implement pricing strategies and manage inventory.

Monitor market trends and competitor rates to support dynamic pricing decisions.

Maximize revenue through upselling strategies and effective booking controls.

Establish upselling targets for the team to drive revenue performance.

Identify upselling opportunities and promote higher room categories or packages and additional services to optimize revenue.

Reporting Forecasting & Insights

Prepare daily weekly and monthly reports on reservations occupancy and revenue trends.

Support budgeting and forecasting activities through data analysis.

Provide insights and recommendations to senior management based on booking patterns.

Systems Data Quality & Controls

Ensure all systems (PMS CRS OTA extranets) are properly configured and up to date.

Conduct regular audits to verify data accuracy and minimize errors.

Continuously improve processes for efficiency and guest satisfaction.

Cross-Functional Collaboration & Communication

Liaise with Sales Revenue Front Office and Marketing to ensure alignment on room allocations promotions and group bookings.

Ensure effective communication of room availability and guest requirements across departments.

Loyalty & Brand Programs

Support and enhance the Hilton Honors loyalty program by ensuring members receive the correct recognition benefits and service during the booking process.

Promote loyalty program awareness and compliance among the team.

Security Housekeeping of Work Area & Compliance

Maintain the cleanliness of all equipment at all times and ensure the overall tidiness and orderliness of the work environment.

Ensure all departmental front doors storage areas and the key cabinet are securely locked at all times.

Qualifications & Experience

• Diploma or degree in Hospitality Management Business Administration or related field (preferred).
• 35 years experience in reservations or front office operations with at least 12 years in a supervisory or managerial role.
• Strong working knowledge of hotel management systems (e.g. Opera Protel Fidelio IDS etc.).
• Proven experience in customer service and revenue optimization.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong leadership and teammanagement abilities.
• High attention to detail and accuracy.
• Analytical mindset with strong reporting and forecasting abilities.
• Ability to work under pressure while maintaining service standards.
• Strong organizational and multitasking skills.

Key Performance Indicators (KPIs)

• Reservation accuracy and data integrity.
• Occupancy and revenue targets achieved.
• Team productivity and service quality metrics.
• Customer satisfaction and reduction of booking errors.
• Timely reporting and effective communication with internal teams.

Grooming/Uniform

All employees must maintain a neat clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

Supportive Functions

In addition to performance of the essential functions this position may be required to perform a combination of the following supportive functions with the percentage of time performing each function determined by the supervisor based upon the particular requirements of the company.

Maintain regular communication with the Commercial Director Revenue Manager and Front Office team.

Provide assistance to the Front Office department when required.

Contribute to the preparation of occupancy forecasts.

Offer support to Sales Meetings & Events Catering and other departments regarding reservation- related inquiries.

Carry out additional responsibilities as assigned by the Commercial Director.

Required Attributes:

Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:

• Hospitality - Were passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing all the time.
• Leadership - Were leaders in our industry and in our communities.
• Teamwork - Were team players in everything we do.
• Ownership - Were the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What are we looking for
A Reservations Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviours skills and values that follow:

• Previous experience with reservations in the hotel/leisure sector
• Strong leadership skills to effectively manage and motivate a high-performing team positioned to exceed targets
• Strong analytical skills to understand key business indicators and competitive trends and develop approaches to these challenges
• Excellent selling capabilities and the ability and desire to coach selling techniques to Team Members
• Excellent organisation and planning skills
• Accountable and resilient
• Flexibility to respond to a range of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Knowledge of the hotel property management systems
• Previous experience in the same or similar role
• Relevant degree in a business discipline from an academic institution

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!