Manager, Reservations Field Support (APEC)

About the role

The Manager, Reservations Field Support is a key member of the Commercial Strategy organization, delivering reservations expertise and support across the APEC portfolio and driving operational excellence and commercial performance at regional level. Reporting to the Director of Revenue Strategy and Reservation Field Support, the role works closely with property Sales, Revenue and Operations teams and cross-functional stakeholders to align reservation strategies with broader commercial goals.

Key responsibilities

• Serve as the regional subject matter expert for Reservations business processes, advising property and above-property leaders and guiding the transition from legacy platforms to new capabilities such as Power of M.
• Lead the development and standardization of the APEC Reservations business process roadmap and act as regional liaison with Global/HQ teams.
• Drive regional change management and communications, and provide regional oversight of reservations sales strategies.
• Develop and run the Reservations User Council, support end-to-end group bookings, and create balanced scorecards for reservation associates.
• Lead onboarding of new reservation associates and design and deliver virtual and in-market training programs.
• Manage a dedicated APEC support queue, diagnose operational challenges and use queue insights to shape training content.
• Plan and execute Reservations initiatives and system rollouts, including regional deployments of Reservations transformation initiatives, with cross-functional partners.

Required profile

• 4-year degree in Business Administration, Hotel and Restaurant Management or a related major.
• 3+ years of relevant experience, or 5+ years of relevant experience, showing progressive growth and strong performance.
• Prior experience in transient and group reservations is required.
• Revenue management experience is advantageous.

Required skills

• Strong facilitation and communication skills, including designing and delivering meetings, webinars, workshops and learning programs.
• Experience in change management and leading cross-functional projects.
• Working knowledge of discipline-specific systems, tools and business processes.