Head of Reservations

About the role

The Head of Reservations leads and manages the Reservations team across the Group’s hotel properties. This senior leader oversees all reservations operations, drives client loyalty through service excellence, and achieves revenue targets through effective leadership, process optimisation and operational excellence.

Key responsibilities

• Lead Corporate and franchised cluster Reservations teams, ensuring operational consistency and service excellence.
• Develop and implement standard operating procedures, service standards and best practices across all Reservations teams.
• Monitor forecast versus actual reservation sales, analyse rate variance reports and recommend corrective actions.
• Drive continuous process improvement by streamlining workflows, eliminating manual processes and adopting AI‑powered tools.
• Collaborate with Revenue Management, Sales, Marketing and Hotel Operations to optimise inventory, revenue opportunities and guest experience.
• Oversee departmental budgeting, resource planning and staffing to maximise operational efficiency.

Required profile

• 7–10 years’ experience in Hotel Reservations at property or corporate level.
• 3–4 years’ supervisory experience as a Team Lead.
• Diploma or Degree in Hospitality Management, Business or equivalent.
• Excellent written and verbal communication, analytical and problem‑solving skills.
• Experience using AI‑powered productivity tools (e.g., Microsoft Copilot, ChatGPT) is an advantage.

Required skills

• Hotel Property Management System (PMS) and related reservation technologies (GDS, CRS).
• AI‑enabled workplace tools such as Microsoft Copilot and ChatGPT.
• Proficiency with digital transformation and process‑automation concepts.