Reporting to the Director of Revenue, you will lead the day-to-day operations of the Reservations department, ensuring every enquiry and booking is handled with accuracy, professionalism and a genuine luxury service mindset.You will:Lead and develop the Reservations team, creating a high-performing, accountable and engaged culture.Oversee all individual, group, VIP, corporate and leisure reservations, ensuring accuracy across room types, rates, packages, inclusions and guest preferences.Drive conversion and upselling opportunities, identifying ways to maximise room revenue and enhance the guest experience.Monitor reservation queues, cancellations, no-shows, amendments and outstanding enquiries to ensure opportunities are not missed.Champion a personalised and anticipatory approach to every guest interaction, from initial enquiry through to arrival.Build strong relationships with repeat guests and VIPs.Partner closely with Revenue, Front Office, Guest Relations, Sales and other hotel departments to optimise performance and deliver a seamless guest journey.Identify and resolve complex reservation matters with sound judgement and a solutions-focused approach.Ensure departmental procedures, systems and service standards are consistently followed.Understand market trends, competitor activity and key demand drivers and translate these into commercial opportunities.Manage rostering, leave planning and resources to ensure the department is appropriately staffed and supported.Coach and develop the team across product knowledge, systems, sales capability and luxury service standards.Monitor performance against agreed KPIs and provide regular coaching, feedback and recognition.
