JOB SUMMARY:

RESERVATIONS MANAGER

To manage and oversee the hotel's reservations function, ensuring efficient booking processes, optimal room inventory management, revenue maximization, and exceptional customer service. The Reservations Manager is responsible for leading the reservations team, maintaining booking accuracy, and collaborating with various departments to achieve hotel occupancy and revenue targets.

MINIMUM REQUIREMENTS:

· Grade 12 certificate; Diploma Hospitality/Tourism Management with Revenue Qualification as an added advantage

· Must have at least 3 – 5 years experience in a 4/5* Hotel; with rooms focus, with at least 3 years as a Reservations Manager

· Knowledge of Revenue Management

· Proven ability to lead a team

· Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel

· Highly presentable

· Solid English verbal and written communication skills

· Exposure and understanding of Hotel financials

· Able to work night shifts, weekends and holidays

PERSONAL ATTRIBUTES:

· Detail-oriented with strong numerical accuracy

· Reliable, self-motivated, and able to work independently

· Trustworthy with high ethical standards

· Calm and composed under pressure

· Strong problem-solving and decision-making skills

· Confident leadership and supervisory ability

· Excellent communication and handover skills

· Guest-focused with a professional demeanor

· Well-organised with effective time-management skills

· Adaptable and flexible to night shifts and operational demands

Key Performance Objectives:

To be a Red Carnation Hotel Ambassador by:

· Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times

· Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers

· Ensuring that you a familiar with, and adhere to, the Hotel’s code of conduct as set out in the Employee handbook

· Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections

· Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you

· Being aware of the emergency evacuation, security and fire procedures of the Hotel and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager

· To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards

· To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service

Reservations Management

· Oversee all reservation activities for individual, group, and corporate bookings.

· Ensure reservations are processed accurately and efficiently.

· Monitor daily arrivals, departures, room availability, and occupancy levels.

· Manage room inventory across all distribution channels.

· Ensure reservation policies, procedures, and standards are consistently applied.

· Handle complex reservations, special requests, and VIP bookings.

Revenue Optimization

· Develop and implement revenue management strategies to achieve budgeted revenue targets.

· Optimize room rates and inventory controls to maximize RevPAR (Revenue per Available Room).

· Maximize room revenue and occupancy.

· Monitor booking pace, market trends, and demand patterns.

· Rate management and inventory controls.

· Identify opportunities to increase room sales and upselling initiatives.

· Ensure rate parity across all booking platforms.

Forecasting and Budgeting

· Prepare daily, weekly, monthly, and annual revenue forecasts.

· Support the annual budgeting process by providing market and business insights.

· Monitor forecast accuracy and adjust strategies accordingly.

· Produce demand forecasts for transient, group, corporate, and leisure segments.

· Analyze future booking trends and business mix.

System Administration:

• Manage and maintain the Property Management System (PMS) and Central Reservation System (CRS).

• Ensure accurate reservation records and guest profiles.

• Generate and analyse reservation reports and forecasts.

• Monitor online travel agency (OTA) extranets and booking platforms.

• Ensure daily, weekly, and monthly reporting requirements are completed accurately

Interdepartmental Collaboration

• E Liaise closely with Front Office, Sales, Revenue, Housekeeping, and Finance teams.

• Support group and event bookings in conjunction with Sales and Events departments.

• Ensure smooth communication regarding occupancy, VIP arrivals, and special requirements.

Customer Service:

• Ensure prompt and professional handling of guest inquiries.

• Address and resolve guest complaints related to reservations.

• Maintain high standards of communication with guests, travel agents, and corporate clients.

• Ensure all guest requests and preferences are captured and communicated appropriately

Team Leadership

• Supervise, coach, and develop the Reservations Team.

• Conduct performance reviews and provide ongoing feedback.

• Train team members on reservation systems, service standards, and sales techniques.

• Prepare schedules and ensure adequate staffing levels.

• Foster a positive and high-performance working environment.

Compliance and Quality Assurance

· Ensure compliance with company policies and data protection requirements.

· Maintain confidentiality of guest and company information.

· Adhere to health, safety, and hotel operating procedures.

· Participate in audits and quality assurance initiatives.

Financials

· Monitor departmental budgets, payroll costs, and productivity.

· Analyse financial reports i.e. P&L

· Identify opportunities to improve revenue, efficiency, and guest satisfaction.

· Prepare operational reports for senior management.