Reservations Manager at Hilton

Position Overview

• A Reservations Manager is responsible for overseeing the reservations operations to ensure efficient, professional, and customer‑focused service delivery. This role manages reservation systems, leads the reservations team, maximizes room or service occupancy, and supports revenue optimization. The Reservations Manager works closely with Sales, Front Office, Finance, and Operations to ensure accurate booking information and exceptional guest experiences.

Key Responsibilities

Leadership & People Management

• Lead and manage the reservations team, ensuring smooth daily operations.
• Recruit, train, coach, and evaluate team members to maintain high performance standards.
• Ensure team compliance with hotel policies, procedures, and brand standards.
• Create Standard Operating Procedures (SOPs), and follow Forbes standards, hotel credit policies and brand standard guidelines at all times and train all the team members.

Reservations Operations & Service Delivery

• Oversee all individual, group, and corporate bookings to ensure accuracy and efficiency.
• Ensure accurate entry and management of bookings in the Property Management System (PMS).
• Provide clear and accurate information regarding room types, rates, policies, and hotel facilities to the colleagues and guest.
• Ensure the highest level of service is delivered during the reservation process.
• Handle VIP, repeat guests, and special requests personally to ensure satisfaction.
• Resolve guest concerns or complaints in a timely and professional manner.
• Resolve complaints or escalate to leaders when necessary, ensuring guest satisfaction.

Revenue Management & Pricing Execution

• Follow the hotel's strategies and revenue management guidelines as established by the Commercial Director.
• Monitor room availability, rates, overbooking and booking trends to optimize occupancy and yield.
• Work closely with the Revenue and Sales team to implement pricing strategies and manage inventory.
• Monitor market trends and competitor rates to support dynamic pricing decisions.
• Maximize revenue through upselling strategies and effective booking controls.
• Establish upselling targets for the team to drive revenue performance.
• Identify upselling opportunities and promote higher room categories or packages, and additional services to optimize revenue.

Reporting, Forecasting & Insights

• Prepare daily, weekly, and monthly reports on reservations, occupancy, and revenue trends.
• Support budgeting and forecasting activities through data analysis.
• Provide insights and recommendations to senior management based on booking patterns.

Systems, Data Quality & Controls

• Ensure all systems (PMS, CRS, OTA extranets) are properly configured and up to date.
• Conduct regular audits to verify data accuracy and minimize errors.
• Continuously improve processes for efficiency and guest satisfaction.

Cross-Functional Collaboration & Communication

• Liaise with Sales, Revenue, Front Office, and Marketing to ensure alignment on room allocations, promotions, and group bookings.
• Ensure effective communication of room availability and guest requirements across departments.

Loyalty & Brand Programs

• Support and enhance the Hilton Honors loyalty program by ensuring members receive the correct recognition, benefits, and service during the booking process.
• Promote loyalty program awareness and compliance among the team.

Security, Housekeeping of Work Area & Compliance

• Maintain the cleanliness of all equipment at all times and ensure the overall tidiness and orderliness of the work environment.
• Ensure all departmental front doors, storage areas, and the key cabinet are securely locked at all times.

Qualifications & Experience

• Diploma or degree in Hospitality Management, Business Administration, or related field (preferred).
• 3–5 years’ experience in reservations or front office operations, with at least 1–2 years in a supervisory or managerial role.
• Strong working knowledge of hotel management systems (e.g., Opera, Protel, Fidelio, IDS, etc.).
• Proven experience in customer service and revenue optimization.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong leadership and team‑management abilities.
• High attention to detail and accuracy.
• Analytical mindset with strong reporting and forecasting abilities.
• Ability to work under pressure while maintaining service standards.
• Strong organizational and multitasking skills.

Key Performance Indicators (KPIs)

• Reservation accuracy and data integrity.
• Occupancy and revenue targets achieved.
• Team productivity and service quality metrics.
• Customer satisfaction and reduction of booking errors.
• Timely reporting and effective communication with internal teams.