Reservations Manager
Job Description
The opportunity:
Global Talent 2020 are proudly working with one of Glasgow’s largest, established, branded global Hotel operators, who are looking for an ambitious Reservations Office Manager to drive and support the front of house reception, concierge, and sales management teams across this busy city centre venue.
The role:
The Reservations Manager is responsible for overseeing all aspects of the hotel’s reservation department. This includes managing the reservations team, optimising inventory and pricing strategies in conjunction with the Revenue Management team, and ensuring a seamless, positive booking experience for all guests and travel partners. The ideal candidate will be a leader, a communicator, and a strategic thinker committed to achieving occupancy and revenue goals.
Key Responsibilities:
1. Leadership and Team Management
- Supervise, train, mentor, and motivate the Reservations Team to ensure professional, accurate, and efficient service.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Develop and maintain departmental standard operating procedures (SOPs) for all reservation processes.
- Manage staffing schedules and workflow to ensure adequate coverage during peak periods.
2. Revenue Management & Strategy
- Work closely with the Director of Sales and the Revenue Manager to implement pricing, inventory, and yield management strategies to maximise RevPAR (Revenue Per Available Room).
- Monitor daily, weekly, and monthly pick-up, cancellations, and no-shows, reporting trends and suggesting adjustments to strategy.
- Manage group bookings, ensuring effective communication between the Sales, Operations, and Reservations teams.
- Audit and maintain rate parity across all booking channels (website, OTAs, GDS).
3. Systems and Operations
- Oversee the effective operation and utilisation of the in-house Property Management System (PMS) [e.g., Opera, Cloudbeds], Central Reservation System (CRS), and Channel Manager.
- Ensure accurate data entry and maintain the integrity of guest history and profiles.
- Handle complex reservation issues, including errors, disputed charges, and system glitches.
4. Guest and Partner Relations:
- Serve as the final point of contact for resolving elevated guest complaints related to bookings.
- Build and maintain strong relationships with key travel agents, tour operators, and corporate clients.
- Ensure the Reservations Team effectively up-sells and cross-sells hotel services and packages.
Qualifications and Skills:
Required:
- A minimum of [3-5] years of experience in a hotel reservations or revenue-related role, with at least [1-2] years in a supervisory or management capacity.
- Proven expertise with Property Management Systems (PMS) and Central Reservation Systems (CRS).
- Strong understanding of revenue management principles, distribution channels (GDS, OTA, Direct), and rate structures.
- Exceptional written and verbal communication skills.
- Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting.
Preferred:
- A degree or diploma in Hospitality Management, Business, or a related field.
- Experience with [specific PMS/CRS software, e.g., Opera, Amadeus].
- Multilingual abilities are a plus.
The person:
Our client at Global Talent 2020 is looking for a hands-on, passionate, engaging, energetic individual looking to step up into a head of department role.
A “leader” type, with a focused, well-organised mind, possessing a positive personality, and driven to achieve consistent high service standards and results. This is a multi-tasking role in an amazing hotel environment. You need to be flexible and used to keeping your fingers on the pulse of an operation at all times.
The client requires the candidate to possess first-class people skills, with engagement with customers and colleagues alike.
The benefits:
This opportunity is with Global Talents 2020 reputable, locally respected global boutique brand, with an eye always on quality and friendliness.
Excellent salary package, bonus, and extensive company brand benefits are available.
Interested? Get in touch, apply today and then let’s talk…
