AM - Reservations

Job Description Oversee the daily operations of the reservations department, ensuring exceptional, friendly, and engaging service at every guest touchpoint. Lead, coach, and motivate the reservations team to achieve departmental objectives, service standards, and performance targets. Maximize room revenue through effective upselling, cross-selling, yield management, and implementation of revenue optimization strategies in coordination with the Revenue Management team. Monitor room availability, occupancy, booking patterns, reservation pace, and cancellation trends to support business performance and revenue growth. Ensure all reservation requests, group bookings, rooming lists, amendments, and cancellations are handled accurately and efficiently in accordance with established procedures. Review reservations, guest profiles, special requests, and booking information to ensure accuracy and enhance the overall guest experience. Collaborate closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless communication and smooth operational coordination. Handle guest inquiries, special requests, and reservation-related concerns professionally, ensuring timely resolution and high levels of guest satisfaction. Monitor reservations performance, prepare operational reports, and identify opportunities to improve productivity, service quality, and revenue generation. Ensure compliance with brand standards, hotel policies, standard operating procedures, and data confidentiality requirements. Support the implementation of reservations strategies, systems, and processes to enhance operational efficiency and achieve departmental goals. Qualifications Bachelor’s degree or diploma in Hotel Management, Hospitality, Tourism, or a related field. Minimum 3–5 years of experience in hotel reservations, preferably with a luxury or upscale hotel brand, including at least 1–2 years in a supervisory or team leadership role. Additional Information Strong knowledge of hotel reservation systems (PMS), Central Reservation Systems (CRS), channel management, and online travel agency (OTA) platforms. Good understanding of revenue management principles, room inventory control, yield management, upselling, and forecasting. Excellent communication, interpersonal, leadership, and team management skills. Strong analytical, organizational, and problem-solving abilities, with attention to detail and accuracy. Proficiency in Microsoft Office applications, particularly Excel, and hotel reservation reporting tools. Ability to handle guest inquiries, special requests, and escalated concerns professionally while maintaining high service standards. Excellent command of written and spoken English; knowledge of additional languages will be an advantage. Customer-focused mindset with a commitment to delivering exceptional guest experiences and achieving departmental revenue targets. Company Description Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality. Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.