Reservations 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