Reservations Manager

JOB SUMMARY

We are looking for a highly service-oriented and detail-driven Reservations Manager to oversee the hotel's reservations operations and ensure a seamless, personalized booking experience for our guests.

The ideal candidate will have a genuine passion for hospitality, a strong understanding of luxury guest expectations, and the ability to deliver exceptional service throughout the reservation journey. This is a hands-on role requiring excellent communication skills, strong organizational abilities, and a proactive, guest-focused approach.

Requirements & Qualifications

• At least 2–3 years of experience in a similar Reservations role within a luxury or upscale hotel environment.
• Experience working with hotel reservation systems and online booking platforms.
• Excellent command of English, both written and spoken, with outstanding writing and communication skills.
• Strong service mindset and a natural ability to anticipate and understand the needs of luxury guests.
• Excellent organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
• A proactive, professional, and guest-focused approach.
• Strong interpersonal and problem-solving skills.
• Ability to work independently and take full ownership of the reservations function

Key Responsibilities

• Manage the hotel's daily reservations operations, ensuring accuracy, efficiency, and high service standards.
• Handle individual and group reservations, booking inquiries, amendments, cancellations, and special requests.
• Respond to guest inquiries promptly and professionally, providing personalized recommendations and assistance.
• Ensure all reservation details, guest profiles, preferences, and special requests are accurately maintained in the relevant systems.
• Coordinate closely with Sales, Revenue Management, Front Office, and other hotel departments to ensure a smooth guest experience.
• Monitor room availability, reservation activity, and booking patterns, escalating relevant trends or issues when needed.
• Ensure all reservations are processed in accordance with Marriott procedures and W brand standards.
• Handle reservation-related concerns and resolve issues in a professional and solution-oriented manner.
• Maintain effective communication with international guests, travel agents, and booking partners.
• Identify opportunities to improve reservation processes and enhance the overall guest experience.