Head of Reservations

About the role

The Head of Reservations leads the Reservations teams across the Group’s hotel portfolio, ensuring consistent service excellence and achieving revenue targets. Reporting to the Revenue Head, this senior leader drives operational efficiency, standardises processes and leverages digital and AI solutions to enhance the guest experience.

Key responsibilities

• Lead corporate and franchised cluster Reservations teams across all assigned properties, ensuring operational consistency and business objective achievement.
• Develop and implement standard operating procedures, service standards and best‑practice guidelines for all Reservations functions.
• Monitor forecast versus actual reservation sales, analyse rate variance reports and recommend corrective actions.
• Oversee Reservations administration, reviewing and enhancing policies, procedures and workflows.
• Manage the annual departmental budget, resource planning and staffing schedules to optimise efficiency.
• Drive continuous improvement initiatives, streamlining workflows and eliminating manual processes.
• Champion adoption of AI‑powered and digital tools to automate tasks, improve reporting accuracy, support forecasting and generate operational insights.
• Evaluate emerging AI technologies and propose practical applications while ensuring data security and guest confidentiality.
• Collaborate with Revenue Management to align rates and inventory with yield strategies and monitor key performance metrics such as call volumes, conversion rates and reservation no‑shows.

Required profile

• Proven leadership experience in Reservations or similar hospitality operations.
• Strong understanding of the hospitality sector, market trends and competitive landscape.
• Analytical mindset with ability to interpret sales data and drive corrective actions.
• Experience managing budgets, staffing plans and multi‑property teams.
• Commitment to service excellence and continuous improvement.

Required skills

• Familiarity with AI‑enabled reservation platforms and digital workflow tools.
• Proficiency in data analysis and reporting.