Job Description

Reservations Manager

Temp opportunity

Onsite role

The Wellness Reservations Manager oversees hotel and spa reservations, managing room, suite, and spa inventory to optimize revenue.

The Wellness Reservations Manager leads the reservations team, handles bookings, and ensures accurate room availability. They train and motivate the team while maintaining high guest service standards. Familiarity with resort offerings is key, along with effective communication and collaboration with internal teams to uphold Leading Hotels of the World standards.

Responsibilities

• Oversee the Wellness Reservations Specialist & Resort Communication team to maximize conversions while ensuring exceptional customer service.
• Supervise and coordinate all reservations activities for accuracy and efficiency.
• Manage reservation systems (PMS, CRS, OTA platforms) and generate performance reports.
• Support department reporting, including daily pickup, forecast, and weekly performance reports.
• Manage room and spa bookings to maximize occupancy and utilization.
• Assist with group blocks, billing accuracy, and reservation notes.
• Process monthly commissions and reconciliation reports for travel agents and third parties.
• Train and manage reservations team, including call coaching and sales training.
• Track team performance, goals, incentives, and KPIs.
• Collaborate with revenue and sales teams to execute sales strategies.
• Identify and integrate sales opportunities into daily tasks to meet sales targets.
• Handle guest concerns related to suite and spa reservations, collaborating for solutions.
• Communicate promotions, packages, and special requests to relevant departments.
• Ensure effective communication with both team and guests.
• Adhere to hotel billing, account policies, and quality standards.
• Stay updated on changes in technology, services, and offerings.
• Take on other responsibilities as directed by management

Education, Experience and Skill Requirements

• Minimum 2 years of supervisory experience in hospitality.
• Experience with hotel PMS (Opera) and Synxis preferred; other PMS and central reservation systems acceptable.
• Spa Soft and Revinate experience preferred.
• Excellent communication, organizational, and written/verbal skills.
• Strong sales skills with the ability to close sales.
• Highly motivated and detail-oriented.
• Ability to interact professionally with diverse groups (guests, staff, management).
• Strong problem-solving and decision-making skills.
• Ability to maintain guest and data confidentiality.
• Works well independently and in a team environment.
• Capable of prioritizing, organizing, and delegating tasks.
• Professional demeanor with the ability to stay calm under pressure.
• Availability to work weekends and holidays.

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