What are the responsibilities and job description for the Reservations Manager position at Pacific Hospitality Group?
Company Description
Pacific Hospitality Group delivers a unique value proposition through our owner/operator model, long-term investment approach, and deep commitment to team member growth. We are a family-focused organization dedicated to enriching lives by creating memorable guest experiences, supporting our communities, and honoring God in all we do. Our focus is on sustainable growth and long-term value creation.
Guiding Principles:
Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect & Fulfillment
Job Overview
As the Reservations Manager, you will lead all aspects of the Reservations Department, ensuring exceptional accuracy, service, and performance. You will oversee the Reservations team—including the Reservations Supervisor, Reservations Coordinator, and Group Rooms Coordinators—and play a key role in optimizing room inventory, driving conversion, and ensuring seamless alignment across Revenue Management, Sales, and Front Office operations. Your leadership will directly support revenue growth and elevate the guest experience.
Key Responsibilities
Equal Employment Opportunity
We provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
This policy applies to all employment practices, including recruitment, hiring, promotion, compensation, training, and termination.
Pacific Hospitality Group delivers a unique value proposition through our owner/operator model, long-term investment approach, and deep commitment to team member growth. We are a family-focused organization dedicated to enriching lives by creating memorable guest experiences, supporting our communities, and honoring God in all we do. Our focus is on sustainable growth and long-term value creation.
Guiding Principles:
Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect & Fulfillment
Job Overview
As the Reservations Manager, you will lead all aspects of the Reservations Department, ensuring exceptional accuracy, service, and performance. You will oversee the Reservations team—including the Reservations Supervisor, Reservations Coordinator, and Group Rooms Coordinators—and play a key role in optimizing room inventory, driving conversion, and ensuring seamless alignment across Revenue Management, Sales, and Front Office operations. Your leadership will directly support revenue growth and elevate the guest experience.
Key Responsibilities
- Lead, train, mentor, and motivate the Reservations team to uphold high standards of service and accuracy.
- Oversee daily reservations operations, ensuring timely and precise handling of individual and group bookings, changes, and cancellations.
- Partner with Revenue Management to maintain rate integrity, inventory controls, and alignment with pricing strategies.
- Review daily pickup, forecast variances, and booking pace reports to identify trends and opportunities.
- Collaborate with Sales to manage group blocks, rooming lists, cutoff dates, and communication flow.
- Ensure adherence to established reservation and revenue procedures, including deposits, billing instructions, and special requests.
- Analyze call conversion performance and implement process improvements to maximize efficiency and sales effectiveness.
- Monitor team KPIs, conduct coaching sessions, and manage schedules to support business needs.
- Partner with Marketing to support special offers, packages, and promotional initiatives.
- Oversee training programs to ensure consistent product knowledge and service delivery.
- Maintain data integrity across PMS and CRS platforms, ensuring accurate representation of policies, rates, and availability.
- Proven leadership experience in reservations or front office operations, preferably within a luxury or upscale hotel environment.
- Strong analytical skills with experience in revenue systems, forecasting, and rate structures.
- Excellent communication and interpersonal skills, with a focus on coaching and team development.
- Strong understanding of hotel operations and cross-departmental collaboration.
- High commitment to service excellence and guest satisfaction.
- Exceptional attention to detail and organizational skills; able to manage multiple priorities in a fast-paced environment.
- Experience with Infor HMS (PMS) and SynXis (CRS).
- Prior involvement with group management, including rooming lists and attrition tracking.
- Familiarity with sales, revenue, and forecasting reporting tools.
- Hospitality degree or equivalent combination of education and experience.
- Strong written and verbal communication skills.
- Ability to collaborate across departments under time-sensitive deadlines.
- Analytical, data-driven, and highly accurate when managing complex reservation data.
- Strong leadership skills with the ability to motivate diverse team members and remain composed under pressure.
- Extended periods of computer and desk work required.
- Flexibility to work weekends or holidays based on business needs.
Equal Employment Opportunity
We provide equal employment opportunities to all employees and applicants and prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
This policy applies to all employment practices, including recruitment, hiring, promotion, compensation, training, and termination.