Reservations And Revenue Manager

Company Description

Sales, Marketing, Representation as well as Reservations & Room inventory management

Reservations Contact Centre

Role Overview

Reservations & Revenue Manager

Key Responsibilities

Reservations Management

• Oversee daily operations of the reservations team handling calls, emails, WhatsApp, and CRM-based bookings.
• Ensure all guest inquiries, quotes, and booking confirmations are handled accurately, promptly, and in line with resort policies.
• Maintain and regularly update product knowledge across all resorts (room categories, inclusions, policies, seasonal offers, activities).
• Monitor service quality, response times, and team performance to deliver a seamless guest experience.
• Develop training modules, SOPs, and FAQs for the reservations team.

Revenue & Distribution Management

• Develop and implement dynamic pricing strategies to maximize occupancy, ADR, and RevPAR for each resort.
• Monitor booking pace, demand patterns, competitor pricing, and market trends to make informed pricing decisions.
• Manage OTAs (Extranet management, content accuracy, rate parity, promotions, stop-sell/close-outs).
• Forecast demand and create revenue reports to support business decisions.
• Work closely with partner resorts to align on revenue targets, inventory allocation, and distribution strategies.

Leadership & Team Management

• Lead, mentor, and motivate the reservations team; set clear KPIs and monitor performance.
• Ensure optimal resource allocation to handle peak periods and high call volumes.
• Foster a culture of accountability, training, and continuous improvement.
• Act as an escalation point for complex reservation or guest issues.

Collaboration & Reporting

• Coordinate with Sales & Marketing on promotions, campaigns, and group bookings.
• Share insights on booking patterns, guest preferences, and market shifts with partner resorts.
• Generate weekly/monthly MIS on reservations performance and revenue metrics.
• Act as the liaison between resorts and the contact centre to ensure smooth communication and alignment.

Key Requirements

• Bachelor’s degree in Hospitality, Hotel Management, Business, or related field.
• 8-10 years of experience in reservations and revenue management for a central reservations office.
• Strong knowledge of OTAs, CRS, channel managers, and revenue management systems.
• Proven track record in driving revenue and optimizing distribution.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage a team, set performance goals, and deliver results.
• Analytical mindset with proficiency in Excel, MIS, and data-driven decision making.
• Flexible, detail-oriented, and able to work in a fast-paced environment.

What We Offer

• Opportunity to work with a diverse portfolio of boutique and experiential resorts.
• Leadership role in a growing hospitality services organization.
• Competitive compensation package with performance-linked incentives.
• Exposure to advanced revenue management practices and digital distribution