Operations and Reservations Manager

Job Title: Operations and Reservations Manager

Location: Eldridge Hotel
Reports To: Hotel Manager / General Manager
Employment Type: Full-Time

Job Summary:

We are seeking a dedicated and experienced Operations and Reservations Manager to support the daily operations of our hotel and ensure exceptional guest experiences. This role assists the Hotel General Manager in overseeing various departments, ensuring high standards of service, and leading staff to achieve operational and financial goals.

Key Responsibilities:

• Assist the Hotel Manager in day-to-day operations across all departments (front office, housekeeping, food & beverage, maintenance, etc.).
• Supervise and coordinate hotel staff to ensure efficient service and guest satisfaction.
• Handle guest complaints, feedback, and special requests with professionalism and urgency.
• Monitor and maintain standards of cleanliness, hospitality, health, safety, and security.
• Support staff training, scheduling, and performance evaluations.
• Participate in budgeting, forecasting, and cost control activities.
• Assist in managing inventory and ordering supplies as needed.
• Ensure compliance with hotel policies and government regulations.
• Act as the Manager on Duty in the absence of the Hotel Manager.
• Prepare reports and present insights on occupancy, revenue, and guest satisfaction metrics.

Reservations & Operations Management 

• Process reservations, changes, and cancellations via phone, email, mail, or fax 

• Ensure reservations are guaranteed or direct billed 

• Maintain accurate reservation records, arrival reports, and occupancy forecasts 

• Review no-shows, cancellations, and apply charges per policy 

• Block rooms for groups, long stays, suites, and special requests 

• Prepare reservation and occupancy analysis reports 

• Follow up on tentative bookings and update reservation status 

• Follow all credit, cash handling, and check-cashing procedures 

• Balance cash drawers and credit card totals 

• Post charges, handle paid-outs, transfers, settlements, and deposits 

Qualifications:

• Proven experience in hotel operations, preferably in a supervisory or assistant manager role.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of hotel management software (e.g., Opera, PMS, POS systems).
• Customer-focused with excellent organizational abilities.
• Ability to work flexible schedules, including weekends and holidays.
• Degree or diploma in Hospitality Management or a related field is appreciated.

Key Competencies:

• Leadership & Team Management
• Guest Service Excellence
• Attention to Detail
• Conflict Resolution
• Financial Acumen
• Time Management
• Adaptability and Stress Tolerance