Reservation Manager at Alan & Grant

Job Summary

• The Reservations Manager will oversee all aspects of the reservations process Estate, ensuring a seamless and professional experience for guests.
• This individual will be responsible for managing the reservations team, optimizing booking systems, and collaborating with other departments to deliver exceptional customer service while maximizing occupancy and revenue.

Key Responsibilities

Reservation Management:

• Manage all reservations, ensuring accuracy in bookings, cancellations, and modifications.
• Monitor room inventory and availability to optimize revenue opportunities.
• Implement strategies to improve booking conversions and reduce cancellations.

Team Leadership:

• Train, mentor, and manage the reservations team to maintain high performance and professionalism.
• Develop and maintain standard operating procedures (SOPs) for the reservations department.
• Foster a culture of excellence and collaboration within the team.

Guest Relations:

• Respond promptly to guest inquiries and special requests, ensuring a personalized and exceptional experience.
• Handle escalations or complaints regarding reservations in a professional manner.
• Liaise with guests to promote additional services such as golf packages, dining experiences, and wellness offerings.

System and Reporting:

• Oversee the use and maintenance of the property’s reservation systems and ensure the team is proficient in its use.
• Generate and analyze reports on bookings, occupancy rates, and revenue trends to support decision-making.
• Identify opportunities to improve efficiency and accuracy in the reservation process.
• Update Group Sheets and all reporting systems on a daily and weekly basis.

Revenue Optimization:

• Work closely with the Sales and Marketing teams to implement pricing strategies and promotions.
• Ensure compliance with rate structures, corporate agreements, and discounts.
• Monitor competitor pricing and market trends to maintain a competitive edge.

Collaboration:

• Partner with the Front Office, Housekeeping, and Food & Beverage teams to ensure smooth operations and guest satisfaction.
• ​Support marketing campaigns by promoting packages and special events during the reservation process

Requirements

• Bachelor’s degree in Hospitality management, Business Administration, or related field.
• Minimum of 3 years of experience in a similar role, preferably in a luxury resort or hospitality setting.
• Proficiency in reservation systems and property management software (e.g., Opera, Amadeus, or similar).
• Strong leadership, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Knowledge of revenue management principles and practices.
• Attention to detail and a commitment to accuracy.
• Customer-concentric mindset with a passion for delivering memorable guest experiences.
• Flexibility to adapt to a dynamic and fast-paced environment.