Reservations Manager | Carneros Resort and Spa

Reports to: Director of Revenue Management

Position Overview:

The Reservations Manager at Carneros Resort and Spa plays a pivotal role in driving revenue, managing room inventory, and leading the reservations team to deliver exceptional service. This position goes beyond traditional reservations management by overseeing the SMS platform, analyzing revenue trends, optimizing room mix, and ensuring that the department aligns with the resort’s financial goals. The ideal candidate is a strategic thinker with strong leadership, analytical, and technology-driven skills, capable of managing both the operational and revenue aspects of reservations.

Key Responsibilities:

Revenue & Inventory Management

• Monitor and manage room availability, ensuring the optimal mix of room types to maximize revenue and occupancy.
• Collaborate with the Revenue Management and Sales teams to implement pricing strategies and manage rate plans.
• Oversee the integrity of the reservations system (SMS platform), ensuring accurate data input, yield strategies, and reporting.
• Assist in forecasting, budgeting, and tracking revenue trends to support decision-making.
• Participate in weekly Revenue Management and Rooms Merchandising meetings, providing insight on reservation trends.

Guest Experience & Service Excellence

• Ensure seamless booking experiences for guests, from initial inquiry to pre-arrival communication.
• Train the reservations team to provide exceptional service, answer complex guest inquiries, and personalize interactions.
• Implement and refine reservation processes to enhance guest satisfaction and operational efficiency.
• Address and resolve escalated guest concerns related to reservations, special requests, and VIP handling.

Team Leadership & Performance Management

• Recruit, train, and develop the reservations team, fostering a culture of excellence and accountability.
• Conduct regular performance evaluations, set goals, and implement coaching strategies to enhance team effectiveness.
• Develop and implement incentive programs to drive team performance in revenue and service goals.
• Ensure reservations agents are well-versed in resort offerings, room types, promotions, and local attractions.

Technology & Systems Oversight

• Manage the SMS platform, ensuring accurate and seamless integration with property management and revenue systems.
• Implement best practices for reservations technology, optimizing workflow efficiency and accuracy.
• Maintain up-to-date knowledge of all relevant booking channels, including OTA partners, direct bookings, and third-party integrations.
• Ensure all reservations-related data is properly documented, reported, and used to inform business decisions.

Collaboration & Strategic Planning

• Work closely with Sales, Marketing, and Revenue Management to align strategies and optimize group and leisure bookings.
• Collaborate with the Front Office to ensure smooth guest arrivals, special requests, and VIP experiences.
• Develop strategies to maximize conversion rates on direct bookings while minimizing OTA dependence.
• Identify opportunities for promotions, upselling, and cross-department initiatives to enhance revenue.

Qualifications:

• Bachelor’s degree in Hospitality, Business, or a related field preferred.
• Minimum of 3-5 years of experience in reservations, revenue management, or front office operations, preferably in a luxury hotel or resort.
• Strong leadership skills with experience managing and developing teams.
• Expertise in reservations technology, including SMS platforms, call center, and channel management tools.
• Analytical mindset with the ability to interpret financial data, revenue reports, and forecasting models.
• Excellent communication and interpersonal skills, with a strong focus on guest service.
• Ability to multitask and prioritize in a fast-paced, high-demand environment.
• Proficiency in Microsoft Office Suite, with advanced Excel skills preferred.
• Availability to work flexible hours, including weekends and holidays as needed.