Reservation Manager at Hyatt

About The Role

• The Reservation Manager is responsible for leading the reservations team to deliver exceptional guest experiences while maximizing room revenue and occupancy.
• This role ensures that all reservation activities are managed efficiently, in accordance with Hyatt brand standards, and supports the hotel's revenue optimization strategies through effective inventory and distribution management.

Key Responsibilities
Reservations Operations:

• Oversee the daily operations of the reservations department.
• Ensure all reservations are processed accurately, promptly, and in line with Hyatt standards.
• Supervise reservation agents to ensure exceptional guest service.
• Manage room inventory, availability, and room allocation.
• Handle VIP, long-stay, and special reservations.
• Ensure reservation records are complete and maintained accurately.
• Resolve guest concerns related to reservations professionally and promptly.

Revenue Management:

• Partner with the Revenue Manager to optimize occupancy, ADR, and RevPAR.
• Monitor daily pick-up reports, booking pace, and forecast trends.
• Ensure rate integrity across all distribution channels.
• Control overbooking levels in accordance with hotel policies.
• Maximize revenue opportunities through upselling and strategic inventory management.

Distribution & Systems:

• Monitor reservations received through Hyatt channels, GDS, OTAs, and direct bookings.
• Ensure accurate rate loading and inventory availability across all systems.
• Maintain proficiency in Hyatt-approved Property Management Systems (e.g., OPERA PMS) and Central Reservation Systems (CRS).
• Coordinate with Sales, Front Office, and Revenue teams regarding group room blocks and rooming lists.

Leadership & Team Development:

• Recruit, train, coach, and develop Reservations colleagues.
• Conduct performance reviews and provide continuous feedback.
• Prepare departmental schedules and manage staffing levels.
• Foster a culture aligned with Hyatt's purpose of care and service excellence.
• Ensure compliance with Hyatt policies and brand standards.

Guest Experience:

• Deliver courteous, personalized, and professional service.
• Respond promptly to reservation inquiries via phone, email, and online channels.
• Ensure special guest preferences are communicated effectively to operational departments.
• Support Hyatt's guest satisfaction and loyalty initiatives.

Administration & Reporting:

• Prepare daily, weekly, and monthly reservations reports.
• Monitor cancellations, no-shows, booking patterns, and reservation accuracy.
• Maintain departmental SOPs and ensure compliance.
• Analyze reservation trends and recommend improvements.

Qualifications

• Bachelor's Degree in Hospitality Management, Business Administration, or a related discipline.
• Minimum of 3–5 years of hotel reservations or front office experience.
• At least 2 years in a supervisory or managerial position.
• Experience in an international or luxury hotel brand, preferably Hyatt or a similar global brand.
• Strong knowledge of hotel reservations, distribution, and revenue management principles.