Head of Reservations

About the role

The Head of Reservations leads and manages the Reservations team across the Group's hotel properties, overseeing all reservations operations and driving client loyalty through service excellence. The role also standardises reservations practices across the Group, builds team capability and uses AI-powered and digital solutions to improve productivity, decision-making and the customer experience.

Key responsibilities

• Lead the Corporate and franchised cluster Reservations teams and implement SOPs, service standards and best practices.
• Monitor forecast versus actual sales, rate variance reports and call metrics, and recommend corrective actions.
• Oversee reservations administration, policies, workflows, the annual budget and staffing.
• Drive process improvement and champion AI tools and digital technologies, evaluating emerging AI technologies for practical, compliant applications.
• Manage business bookings: rates and inventory aligned with Revenue Management, conversion and no-show monitoring, and client service for corporate clients, travel agents and others.
• Use reservation data and AI-assisted analytics to spot trends and opportunities, and collaborate with Revenue Management, Sales, Marketing and Hotel Operations.
• Run onboarding, training and competency programmes, coach and mentor team members, and monitor performance through KPIs.
• Recommend digital transformation and AI process improvements, stay up to date on industry trends, and contribute to sustainability and inclusion efforts.

Required profile

• 7-10 years' experience in hotel reservations at property and/or corporate level.
• 3-4 years' supervisory experience as a Team Lead.
• Diploma or degree in Hospitality Management, Business or an equivalent qualification.
• Experience with AI productivity tools such as Microsoft Copilot or ChatGPT is an added advantage.

Required skills

• Strong working knowledge of hotel distribution systems (PMS, GDS, CRS).
• Excellent written and verbal communication, analytical, problem-solving and customer service skills.
• High ethical standards, self-motivation and drive for performance.