Reservation Manager

The Reservation Manager plays a crucial role in the smooth and efficient operation of a company’s reservation department. This individual is responsible for overseeing the entire reservation process, ensuring excellent customer service, maximizing occupancy rates, and driving revenue growth. The Reservation Manager supervises a team of reservation agents and collaborates closely with other departments such as sales, marketing, and operations.

Key Responsibilities:

1. Team Management:
   • Lead and motivate a team of reservation agents, providing guidance and support to ensure exceptional customer service.
   • Set performance objectives, conduct regular performance evaluations, and provide ongoing training and development opportunities.
   • Foster a positive and collaborative work environment, promoting teamwork and effective communication within the department.
2. Reservation Operations:
   • Oversee the entire reservation process, including handling inquiries, processing bookings, modifying or cancelling reservations, and ensuring accuracy and efficiency in all transactions.
   • Monitor reservation systems and tools to ensure they are up-to-date and functioning properly, addressing any technical issues promptly.
   • Develop and implement reservation policies and procedures to streamline operations and enhance the overall reservation experience for customers.
3. Revenue Management:
   • Maximize occupancy rates and revenue by effectively managing inventory, rates, and availability in collaboration with the sales and marketing teams.
   • Analyzes market trends, competitor activities, and historical data to make informed decisions regarding pricing strategies, promotional offers, and package deals.
   • Monitor and evaluate reservation performance metrics, generate reports, and identify areas for improvement to optimize revenue generation.
4. Customer Service:
   • Ensure that all customer inquiries and concerns are addressed promptly and professionally, maintaining a high standard of customer satisfaction.
   • Handle escalated customer complaints or complex reservation issues, resolving them in a fair and efficient manner.
   • Monitor online review platforms and guest feedback, taking necessary actions to enhance the quality of service and improve guest experiences.
5. Collaboration and Communication:
   • Collaborate closely with other departments such as sales, marketing, front office, and operations to ensure seamless coordination and information sharing.
   • Participate in meetings and contribute to cross-functional initiatives, providing insights and recommendations to drive business growth.
   • Keep abreast of industry trends, emerging technologies, and best practices in reservation management, incorporating them into daily operations where appropriate.

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field (or equivalent experience).
• Proven experience in reservation management or a similar role within the wellness/Naturopathy industry.
• Strong leadership and team management skills, with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in reservation management software and systems.
• Strong analytical and problem-solving abilities, with a data-driven mindset.
• Knowledge of revenue management principles and strategies.
• Exceptional organizational skills and attention to detail.
• Ability to work under pressure, prioritize tasks, and meet deadlines.
• Flexibility to work shifts, weekends, and holidays as required in a 24/7 operational environment.