Reservations Manager

at  Hard Rock Hotel London ON

JOB SUMMARY:

As the Reservations Manager at Hard Rock Hotel London, you will oversee the daily operations of the Reservations component of the hotel. Your primary responsibility is to manage guest room reservations directly, optimize room inventory, and ensure exceptional customer service standards. The ideal candidate will have strong leadership skills, extensive knowledge of hotel reservations systems, a direct involvement in yield and revenue goals, and a passion for delivering a memorable guest experience. The Reservations Manager will also play a leadership role in front desk operations and contribute significantly to pre-opening preparations for the property.
Hours of Work: This is a full-time role with days and hours aligned to business needs, guest demand, and events.

QUALIFICATIONS

Education:

• High school diploma or equivalent required. A diploma or degree in Hospitality Management, Business Administration, or a related field is a bonus.

Experience:

• Minimum 3-5 years of experience in a reservations or front office role, with at least 1-2 years in a supervisory/management position within a hotel setting.

Skills & Abilities:

• Strong understanding of hotel reservation systems and software (e.g., Opera, Sabre).
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Exceptional problem-solving abilities and attention to detail.
• Strong organizational and delegation skills to prioritize and manage tasks effectively.
• Proven ability to lead a team and achieve operational goals.

Physical Requirements:

• Ability to sit for extended periods while managing reservations and responding to emails or inquiries.
• Ability to occasionally lift and carry materials related to reservations and guest service operations (up to 25 lbs).

• Reservations Management:
• Oversee the daily operations of the reservations department, ensuring all bookings are processed efficiently and accurately.
• Handle guest inquiries, special requests, and complaints with professionalism and empathy.
• Use all tools provided to elevate the guest experience from start to finish, ensuring all reservations align with guest preferences and hotel standards.
• Respond to and monitor guest reviews, collaborating with the VIP Services team to address feedback effectively.
• Revenue Optimization:
• Analyze reservation trends, market demand, and pricing strategies to optimize room occupancy and revenue.
• Work in conjunction with the internal Revenue Manager to ensure all revenue decisions are well-informed and aligned with overall property goals.
• Oversee room inventory, adjusting availability based on demand, seasonal trends, and hotel needs.

· Collaboration & Communication:

• Work closely with Front Desk, Sales & Marketing, and Housekeeping teams to ensure smooth communication regarding guest preferences, bookings, and special requests.
• Coordinate with relevant departments to support the implementation of promotional packages or group bookings.
• Assist with the Unity program as a key driver of enrollments and administrative processes, in collaboration with the VIP Services team.

· Training & Leadership:

• Lead, train, and motivate the front desk/reservations team, ensuring they consistently meet or exceed customer service goals.
• Conduct regular training and development sessions to keep the front desk team updated on product knowledge, procedures, and upcoming high-demand dates.
• Champion onboarding processes and training assignments based on Hard Rock standards and product knowledge.
• Be prepared to work Front Desk shifts when needed, particularly during low-occupancy periods or staffing shortages.
• Quality Assurance & Compliance:
• Ensure compliance with Hard Rock Hotel’s policies and procedures, as well as industry standards for guest reservations and service.
• Monitor and audit reservation processes to ensure continuous improvement and alignment with brand standards.

· Reporting & Analysis:
o Generate and analyze reports related to booking trends, revenue performance, and team performance.
o Provide insights and recommendations to senior management to improve operational efficiency and guest satisfaction.