What are the responsibilities and job description for the Interim Director of Reservations position at BHC?
Job Description
BHC is seeking a highly organized, service-driven, and operationally focused Interim Director of Reservations to lead and stabilize the reservations function across our hospitality portfolio during a period of growth and transition. This individual will oversee daily reservations operations, drive revenue through strategic inventory and booking management, elevate guest service standards, and optimize systems, reporting, and team performance.
The ideal candidate is both strategic and hands-on, capable of managing high booking volume, supporting luxury guest experiences, improving processes, and partnering cross-functionally with operations, marketing, revenue management, and property leadership teams.
This is an interim leadership role designed for a strong operator who can quickly assess, organize, and improve the reservations function while building scalable processes and accountability.
Duties & Responsibilities
Reservations Operations & Leadership
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
BHC is seeking a highly organized, service-driven, and operationally focused Interim Director of Reservations to lead and stabilize the reservations function across our hospitality portfolio during a period of growth and transition. This individual will oversee daily reservations operations, drive revenue through strategic inventory and booking management, elevate guest service standards, and optimize systems, reporting, and team performance.
The ideal candidate is both strategic and hands-on, capable of managing high booking volume, supporting luxury guest experiences, improving processes, and partnering cross-functionally with operations, marketing, revenue management, and property leadership teams.
This is an interim leadership role designed for a strong operator who can quickly assess, organize, and improve the reservations function while building scalable processes and accountability.
Duties & Responsibilities
Reservations Operations & Leadership
- Oversee day-to-day reservations operations across BHC properties and concepts
- Lead, mentor, and support the reservations team to ensure exceptional guest service and operational efficiency
- Establish and maintain service standards, response time expectations, and booking protocols
- Manage staffing schedules, workflows, and coverage during peak periods
- Serve as escalation point for VIP guests, service recovery, and complex reservation matters
- Partner with property leadership and revenue management teams to maximize occupancy, covers, and overall revenue performance
- Monitor booking pace, availability, cancellations, and guest demand trends
- Optimize inventory controls, room/category allocation, and reservation strategies
- Identify opportunities to improve conversion, upselling, and guest retention
- Evaluate and improve reservations processes, workflows, and SOPs
- Ensure accuracy and integrity of reservations data and reporting
- Analyze booking trends, call metrics, conversion rates, and operational KPIs
- Support implementation and optimization of reservation platforms, CRM tools, and guest communication systems
- Develop scalable reporting dashboards and operational visibility for leadership
- Work closely with Operations, Guest Experience, Marketing, Revenue Management, and Property Leadership teams
- Ensure alignment between reservations strategy and operational execution
- Support launch planning, special events, promotions, and seasonal initiatives
- Help establish consistent communication standards across all guest touchpoints
- 5 years of hospitality reservations leadership experience, preferably within luxury hotels, resorts, restaurants, clubs, or lifestyle hospitality brands
- Strong understanding of reservations systems, guest experience operations, and revenue-driving strategies
- Experience managing high-volume booking environments and multi-unit operations preferred
- Strong leadership, communication, and organizational skills
- Highly analytical with strong reporting and operational problem-solving abilities
- Ability to work in a fast-paced, evolving hospitality environment
BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.