Head of Reservations – Lead Hotel Reservations Team

About the role

The Head of Reservations leads the Reservations teams across the Group’s hotel portfolio, ensuring operational consistency, service excellence and achievement of revenue targets. Reporting to the Revenue Head, this senior role drives client loyalty and optimises the end‑to‑end customer journey through strategic leadership and process optimisation.

Key responsibilities

• Lead and manage corporate and franchised cluster Reservations teams across all assigned properties.
• Develop and implement standard operating procedures, service standards and best practices.
• Monitor forecast versus actual reservation sales, analyse rate variance and recommend corrective actions.
• Oversee Reservations administration, policies, procedures and workflow enhancements.
• Manage the annual departmental budget and resource planning.
• Review staffing requirements, work schedules and manpower deployment to optimise efficiency.
• Drive continuous process improvement and eliminate manual processes.
• Champion adoption of AI‑powered tools and digital technologies to improve productivity, reporting accuracy and forecasting.
• 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.

Required profile

• Extensive experience in hospitality reservations management, preferably across multiple hotel properties.
• Proven leadership skills with the ability to develop team capabilities and drive performance.
• Strong understanding of market trends and competitor landscape in the hotel sector.
• Analytical mindset with experience analysing sales data, forecasts and rate variances.
• Excellent communication skills to align with Revenue Management and other departments.

Required skills