Job Description

Reservations Manager

• Location: Luxury Hotel Property
• Department: Reservations
• Reports To: Travel Support Manager
• Type: Permanent | Full-Time

Are you a strategic thinker with a flair for luxury hospitality and a passion for exceptional guest service? Were seeking a Direct Reservations Manager to lead our reservations function, drive revenue through effective yield management, and deliver memorable guest experiences from first contact to final confirmation.

About the Role

As the Direct Reservations Manager, youll oversee all direct booking channels, ensure seamless reservation processes, and collaborate with key departments to maximize revenue opportunities. This is a hands-on, leadership-focused role where your operational expertise and people management skills will truly shine.

Minimum Requirements

• Education: Relevant tertiary qualification (advantageous)

• Experience: At least 2 years in a similar role within the luxury hotel industry

• Proven expertise in reservation systems (Opera preferred)

• Strong leadership, communication, and negotiation skills

• Solid understanding of yield management, direct sales, and customer loyalty strategies

Key Responsibilities

Reservations & Revenue Management

• Oversee all direct reservations and ensure real-time room availability
• Optimize yield through proactive rate and inventory management
• Confirm all weekly arrivals and secure guest payments in advance
• Maximize upselling opportunities using suggestive sales techniques
• Manage VIP bookings with professionalism and discretion

Team Leadership & Department Oversight

• Lead, train, and motivate the reservations team for peak performance
• Conduct regular coaching, onboarding, and performance reviews
• Maintain and enforce departmental SOPs and service standards
• Foster a culture of accountability, professionalism, and service excellence

Strategic & Operational Support

• Participate in strategic planning and promotional initiatives
• Track the success of sales programs and report insights to leadership
• Work closely with revenue and front office teams to align departmental goals

Guest Relations & Communication

• Respond promptly to queries and resolve complaints with care
• Ensure all guest preferences and special requests are accurately recorded and communicated
• Maintain expert knowledge of destination offerings, promotions, and rates

Additional Expectations

This role may require Duty Management or Night Shifts, as well as after-hours availability for critical operational matters. Flexibility, professionalism, and a solutions-driven approach are key to success.

Take the Next Step in Your Career

If youre driven, guest-focused, and ready to lead within a premium hospitality environment, wed love to hear from you.