Reservations Manager

Job Summary
We are seeking an experienced and service-driven Reservations Manager to lead the reservations function across our collection of iconic hotels: The Whitehall Houston, The Georgian Terrace, and The DeSoto. This role offers the unique opportunity to be based at one of our three properties while collaborating closely with on-site and regional teams to ensure excellence in guest experience, accuracy in booking processes, and optimal room revenue performance. The ideal candidate brings a passion for hospitality, a keen eye for detail, and the ability to balance both strategic and hands-on responsibilities in a dynamic, guest-focused environment.

Location:This position may be based at one of the following locations:

• The Whitehall Houston – Houston, Texas
• The Georgian Terrace – Atlanta, Georgia
• The DeSoto – Savannah, Georgia

Final work location will be determined based on the selected candidate’s preference and business needs.

Key Responsibilities

Reservations Operations

• Oversee daily operations of the on-site reservations team, ensuring prompt professional handling of all reservation inquiries.
• Supervise and monitor performance of the third-party central reservations center (CRC) to ensure compliance with service standards, rate integrity, and brand consistency.
• Ensure all reservations are processed accurately and efficiently, including group, transient, and corporate bookings.
• Manage reservation workflows, policies, and procedures to optimize efficiency and accuracy.

Revenue & Inventory Management

• Collaborate with the Revenue Management team to implement rate and inventory strategies across all channels.
• Ensure correct room types, rates, and restrictions are loaded in the PMS, CRS, and OTA extranets.
• Monitor daily pick-up reports, no-shows, cancellations, and overbooking levels to minimize revenue leakage.
• Participate in revenue and strategy meetings, providing data and insights from the reservation’s operation.

Third-Party Oversight

• Serve as the primary liaison with the central reservations center (CRC) or outsourced call center partner.
• Monitor service levels, call quality, conversion rates, and adherence to established performance metrics.
• Provide training, updates, and communication to ensure the CRC reflects current promotions, policies, and brand voice.
• Regularly review performance reports from third-party providers and take corrective action when needed.

Guest Experience & Service

• Ensure a seamless reservations experience for guests across all channels.
• Handle VIP, repeat, and special request reservations with attention to detail and service excellence.
• Resolve escalated reservation-related guest issues promptly and professionally.
• Maintain effective communication with Front Office, Sales, and Revenue teams to ensure smooth operations and guest satisfaction.

Training & Leadership

• Recruit, train, and mentor reservations agents to deliver outstanding customer service and operational accuracy.
• Conduct regular performance reviews and establish team goals aligned with revenue and service objectives.
• Provide ongoing training on systems, upselling, guest service, and company policies.
• Foster a positive, collaborative work environment within the reservations office and with external partners.

Systems & Reporting

• Maintain proficiency in all reservation and distribution systems (PMS, CRS, RMS, GDS, OTA extranets, etc.).
• Ensure data integrity and system accuracy across all booking platforms.
• Generate daily, weekly, and monthly reports on reservation activity, conversion rates, and revenue performance.
• Work closely with IT and system vendors to resolve technical issues quickly.

Qualifications

• Bachelor’s degree in hospitality management, Business, or related field (or equivalent experience).
• 2 years of hotel reservations experience, with at least 2 years in a manager role.
• Strong knowledge of reservation and distribution systems (e.g., brand.com, Opera, SynXis, OnQ, IDeaS, GDS, and OTA extranets).
• Experience managing third-party or outsourced reservations partners preferred.
• Excellent communication, organizational, and analytical skills.
• Strong leadership and team development capabilities.
• Detail-oriented with the ability to work under pressure and manage multiple priorities.

Performance Metrics

• Accuracy and timeliness of reservations entry and reporting.
• Conversion rate for direct and call center bookings.
• Guest satisfaction scores related to reservation experiences.
• Compliance with rate and inventory management standards.
• Performance of third-party reservations center relative to KPIs (call response time, conversion, quality).