Head of Reservations

About the role

The Head of Reservations leads the reservations function across the group’s hotel portfolio, ensuring consistent service excellence, driving revenue targets and championing digital transformation through AI‑enabled tools.

Key responsibilities

• Lead and manage corporate and franchised cluster reservations teams, overseeing operational consistency and achievement of business objectives.
• Develop and implement standard operating procedures, service standards and best practices across all reservations teams.
• Monitor forecast versus actual reservation data, analyse rate variance and recommend corrective actions.
• Drive continuous process improvement, eliminating manual tasks and adopting AI‑powered solutions to enhance productivity and reporting.
• Collaborate with Revenue Management, Sales, Marketing and Hotel Operations to optimise inventory, revenue opportunities and guest experience.

Required profile

• 7–10 years of experience in hotel reservations at property or corporate level.
• 3–4 years of supervisory experience leading a reservations team.
• Diploma or degree in Hospitality Management, Business or related field.
• Strong analytical, problem‑solving and customer‑service skills.

Required skills

• Proficient with hotel distribution systems such as PMS, GDS and CRS.
• Experience using AI‑powered productivity tools (e.g., Microsoft Copilot, ChatGPT).
• Excellent written and verbal communication.