Head of Reservation Operations

About the Role

We are seeking an experienced and strategic Sr. Manager of Reservations to lead our centralized reservations function and manage the entire reservations department. This leader will oversee all aspects of reservation operations, from driving service excellence to operational efficiency and revenue performance.

The ideal candidate brings deep hospitality experience and excels at balancing people leadership, system optimization, and commercial strategy.

Key Responsibilities

• Lead, mentor, and develop a high-performing reservations team of 100+ agents, supervisors, and leads.
• Oversee hiring, training, performance management, and organizational structure for the department.
• Define and track KPIs for conversion, service quality, response times, and booking accuracy.
• Optimize reservation workflows, staffing models, and scheduling to maximize productivity and guest satisfaction.
• Partner with Revenue Management to align reservation strategies with occupancy and revenue goals.
• Drive upselling and cross-selling initiatives to increase average booking value and overall profitability.
• Ensure all guest interactions deliver consistent, brand-aligned service across phone, email, and digital channels.
• Manage escalations, complex bookings, and VIP reservations with professionalism and discretion.
• Oversee system performance and enhancements across PMS, CRS, and CRM platforms in collaboration with IT and Product teams.
• Analyze performance data to identify trends, forecast demand, and present insights to senior leadership.
• Collaborate with Marketing, Operations, and Finance on campaigns, forecasting, and staffing budgets.
• Champion a culture of excellence, accountability, and continuous improvement across the department.

Qualifications

Additional Details