Reservations Manager

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The Reservations Manager is responsible for overseeing the daily operations of the Reservations department, ensuring an efficient and seamless booking process. This role requires strong leadership to manage the team, maximize room revenue through strategic reservation management, and uphold the highest standards of guest service consistent with the Raffles & Fairmont brands.

Key Responsibilities

• Monitor and control reservations to maximize room occupancy and revenue in coordination with the Revenue Management team.
• Manage all reservation channels including direct bookings, GDS, OTAs, and corporate accounts.
• Maintain high levels of guest satisfaction by ensuring accuracy, personalization, and timely responses to inquiries and special requests.
• Analyze reservation patterns, forecast demand, and produce regular reports for management review.
• Implement and enforce reservation policies and procedures consistent with brand standards.
• Coordinate with Front Office, Sales, and Revenue Management to align strategies and enhance guest experiences.
• Oversee training and development programs for the Reservations team to maintain service excellence and technical proficiency.
• Ensure reservation systems and technology are used efficiently and updated regularly.
• Lead, motivate, and manage the Reservations team to ensure smooth and efficient booking operations.

• Minimum 5 years experience in reservations management within luxury hotels and/or resorts
• Strong leadership and team management skills
• Excellent knowledge of global distribution systems (GDS) and reservation software
• Strong analytical skills with the ability to interpret data and adjust strategies accordingly
• Exceptional communication and interpersonal skills
• Detail-oriented and highly organized
• Fluent in English; additional languages are advantageous
• Customer-focused with a commitment to luxury service standards