Responsibilities
- Oversee implementation and auditing of reservations platforms
- Create reservations service standards, call quality guidelines, and communication templates aligned with Relais & Chateau standards
- Develop a thorough understanding of the hotel’s room categories, inventory structure, pricing strategy, and forecasting approach.
Reservations Operations & Guest Experience
- Lead all reservations operations to ensure accurate, timely handling of inquiries, bookings, modifications, cancellations, and special requests.
- Deliver an elevated, seamless, and personalized guest experience through every touchpoint of the reservations process.
- Ensure accuracy of guest profiles, preferences, billing instructions, and stay details in all systems.
- Collaborate closely with Front Office, Sales, Marketing, and Revenue to maintain consistent messaging and a cohesive pre-arrival experience.
- Monitor booking pace, pickup, and trends to support operational planning and guest readiness.
Team Leadership & Development
- Hire, lead, train, and mentor a reservations team capable of delivering polished, anticipatory, and thoughtful service.
- Conduct performance reviews, coaching sessions, and quality audits
- Lead regular departmental briefings to communicate updates on demand, events, and commercial priorities.
- Encourage a culture of excellence, teamwork, and continuous improvement.
- Work with the senior management to maximize occupancy, ADR, and segment profitability through strategic reservations handling.
- Implement upselling initiatives, stay controls, and overbooking strategies in line with revenue direction.
- Maintain accuracy in rate loading, inventory adjustments, and restrictions across all reservation channels.
- Ensure clean data integrity to support forecasting, reporting, and analytical accuracy.