Head of Reservations

About the role

The Head of Reservations leads the Reservations function across the Group’s hotel portfolio, ensuring service excellence, operational consistency and revenue growth. Reporting to the Revenue Head, this senior leader drives team performance, standardises processes and leverages digital and AI solutions to enhance the guest experience.

Key responsibilities

• Lead and manage corporate and franchised Reservations teams across all assigned properties.
• Develop, implement and maintain standard operating procedures, service standards and best‑practice guidelines.
• Monitor forecast versus actual reservation data, analyse rate variance and recommend corrective actions.
• Oversee Reservations administration, policy updates, workflow optimisation and annual budget management.
• Plan staffing, work schedules and manpower deployment to maximise operational efficiency.
• Identify and execute continuous improvement initiatives, eliminating manual processes and streamlining workflows.
• Champion the adoption of AI‑powered and digital tools to improve productivity, forecasting accuracy and reporting.
• Evaluate emerging AI technologies for practical application while ensuring data security and guest confidentiality.
• Coordinate rate and inventory communication in line with Revenue Management strategies and monitor call‑volume, conversion and no‑show metrics.

Required profile

• Extensive knowledge of the hospitality sector and current market trends.
• Proven experience in leading large Reservations teams and driving revenue results.
• Strong analytical ability to interpret forecast data and rate variance reports.
• Experience managing budgets, staffing plans and operational resources.
• Track record of implementing process‑improvement and digital transformation initiatives.
• Excellent communication skills to align with Revenue Management and other hotel functions.

Required skills