Reservations Manager

SLS Barcelona, a five-star urban resort of extraordinary experiences, brings a new variety of seaside glamour, indulgence and excellence to Barcelona’s waterfront district of Port Forum. Here the hallmarks of an SLS wonderland – playful ambiance, VIP treatment, and theatrical experiences - meet idyllic views to set a lavish stage for the extraordinary to unfold. The only 5-star hotel in the city to feature a terrace off every guestroom (471 in total), SLS Barcelona is all-encompassing in its delight, offering an array of exclusive amenities including rooftop dining and bars, three inviting swimming pools, a spacious 800 square-meter ballroom with abundant natural light, break out rooms catering to all size of meetings, a rejuvenating spa, and a state-of-the-art fitness centre. Say farewell to the ordinary, and hello to the extraordinary!

What you’ll do

We are looking for an experienced Reservations Manager to join the pre-opening team at SLS Barcelona. Under the guidance of the Director of Revenue Management, you will offer support and guidance to the reservations team on a day-to-day basis. 

• Ensure every guest contacting the Reservations department receives our SLS service with luxury, style and care at all times.
• Ensure all reservations are accurately actioned within the same working day.
• Ensure that the hotel sales strategies are effectively implemented in the systems. 
• Maximize hotel revenue by identifying and accurately recording guest needs and special requests, and conducting continuous trainings for Reservations team.
• Handle all requests for guest room reservations, changes and cancellations in according with the established guidelines. 
• Give feedback on developing, implementing and managing rate structures and strategies through market data review and demand analysis.
• Follow up on any possible fraudulent reservation that may impact the revenue performance. 
• Ensures reservation accuracy (segment, channel, routings, traces, etc.). 
• Handle no shows and control non-guaranteed reservations. 
• Ensure that all distribution channels effectively support the hotel and maintain rate parity. 
• Monitor the daily online pricing to make sure is in line with pricing strategy, ensuring revenue is maximized.
• Monitor market and competitor developments. 
• Ensure that communication with other departments, especially Credit, Sales, Concierge and Front Desk and any other concerned department is maintained. 
• Assist in managing and leading the daily operations of the Reservations Department and support the Reservations team in achieving departmental objectives.
• Manage the upsell program for the reservations and front desk department.
• Train other team members as required, provide feedback, review processes and monitor results. Guide team members on best way to overcome challenges related to upselling systems and/or methodology.
• Proactively communicate any potential challenges related to systems or reservations to ensure we provide outstanding intuitive service at all times.

What we are looking for...

• Bachelor’s degree in hospitality or related field.
• +2 years experience of supervisory and/or management experience in Reservations.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Excellent verbal and written communication skills. Fluent in Spanish and English.
• You are an excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
• You take ownership of important issues, solve problems, and make effective decisions.
• You learn quickly and adapt to SLS’s unique culture.
• You are humble and open to ideas. We leave our ego at the door and help get things done.
• You’re up for doing things differently and trying (almost) everything once.
• You want to be part of a team that works hard, supports each other and has fun along the way.

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.
• Excellent discounts across the entire Ennismore family of brands.

SLS is part of Ennismore, a creative hospitality company rooted in culture and community, with a global collection of entrepreneurial and founder-built brands with purpose at their heart. Ennismore is a joint- venture with Accor, formed in 2021.