Why being a reservation manager is more than managing bookings

Not every career begins with certainty, but sometimes, the smallest nudge can spark something extraordinary. For Laura Wahl, that spark came from her mother, who saw her natural people skills and booked a meeting at the Mövenpick Hotel Berlin. 

What followed was a career full of heart, growth, and purpose. 

Today, Laura is a proud Reservation Manager at Accor, where she brings her passion for people and precision to every booking, every guest, and every moment. 

What does a reservation manager actually do?

A reservation manager is the strategic heartbeat of a hotel’s booking operations. From ensuring guests’ needs are met before they even arrive, to managing availability and optimizing revenue, the role blends hospitality, organisation, and communication. 

For Laura, it’s a role where empathy meets efficiency, where every detail matters because every guest matters. It’s not just about filling rooms; it’s about creating seamless experiences that begin long before check-in.

Becoming a reservation manager in hospitality

There’s no one-size-fits-all route, but Laura’s story proves that passion, curiosity, and persistence can take you far. She started as a trainee, moved through the front desk, and explored different positions before stepping into reservations. 

Each experience, from administration to guest service, equipped her with the skills and perspective she now uses daily. 

Her advice? Don’t wait to feel ready. Say yes to opportunities, grow through experience, and trust that your unique path matters.

The power of connection through communication

At the heart of every great reservation manager is the ability to connect. Whether it's helping a guest feel heard in a different language or coordinating with teams behind the scenes, clear communication is key. 

Laura’s favourite moments often involve going the extra mile, like using a translation app and hand-drawn sketches to help a guest who spoke only Russian. That guest left a heartfelt note, reminding her that effort and empathy speak louder than words.

Skills needed to thrive as a reservation manager

This role demands a unique mix of precision and people skills. You need to manage systems and numbers, but also emotions, expectations, and relationships. 

Laura has grown into her role by mastering tools, staying organised, and leading with empathy. She highlights how working with diverse guests and teams helps you grow personally and professionally. 

It teaches you to stay flexible, be culturally aware, and turn challenges into moments of connection.

A place where growth feels personal

For Laura, the answer is a resounding yes. Returning to Mövenpick after gaining experience elsewhere felt like coming home and reaffirmed just how many doors Accor can open. 

With a global presence and a strong commitment to people development, Accor is a place where your role is valued and your future is supported. 

As a reservation manager, Laura feels empowered, seen, and part of something bigger: a community of Heartists® who lead with compassion and purpose.

What advice would you give someone considering a career in reservations?

“Don’t be shy, just start,” says Laura. “Grow through your daily experiences and try everything. You’re important enough to create something big.” 

Her advice reflects what makes the hospitality industry so powerful: you don’t need to have it all figured out. You just need to care, stay curious, and keep learning. Whether you’re just starting out or ready for a new challenge, there’s room for you in this world, and your voice matters.

Start your journey as a reservation manager

Laura’s story is proof that you don’t need to follow a straight line to find your purpose. With passion, people skills, and a bit of courage, you can build a career that grows with you, just like she did. 

Explore opportunities to become a reservation manager with Accor and be part of a movement that celebrates individuality, empowers growth, and leads with heart.