Revenue & Reservations Manager

at  Highland Coast Hotels

THE PLACE

Highland Coast Hotels is a growing collection of stunning hotels located across the North Highlands of Scotland. Our portfolio includes seven distinct properties, each offering a unique experience to guests, from the rugged beauty of Kylesku to the charm of Brora. At Highland Coast Hotels, we’re dedicated to creating unforgettable experiences for our guests and an excellent work environment for our team. With the scenic Highlands as your backdrop, join a company that combines hospitality excellence with a commitment to sustainability and local culture.

THE POSITION

We are looking for a dynamic Revenue & Reservations Manager to oversee the revenue strategies and reservation operations across our properties. This hybrid role, based at the Royal Marine Hotel in Brora, with the flexibility of working from home, offers the opportunity to make a significant impact on the financial performance of our growing group.
The Revenue & Reservations Manager will be responsible for optimising room rates, managing distribution channels, and leading a team of Reservations Coordinators to ensure a seamless booking experience for our guests. Reporting directly to the CEO, you will be responsible for developing and implementing strategies to maximise room revenue, improve occupancy, and enhance the overall efficiency of the reservations process.
This role involves some travel between our hotels and offers the chance to work closely with senior leadership and hotel management teams to drive success across the group.

Key Responsibilities include:

• Revenue Management: Develop and implement revenue management strategies to maximise occupancy and Average Daily Rate (ADR). Monitor market trends, adjust room rates, and optimise booking channels.
• Reservations Operations: Oversee the daily operations of the reservations team, ensuring smooth and efficient booking processes. Maintain booking platforms, including OTAs and direct website channels.
• Data Analysis & Forecasting: Analyse market demand, booking patterns, and competitor activity to forecast room occupancy and optimise pricing strategies.
• Team Leadership: Lead and mentor the Reservations Coordinators, providing training, support, and performance feedback to ensure a high standard of customer service.
• Customer Experience: Ensure guests receive exceptional service throughout the booking process, addressing inquiries and resolving issues promptly.
• Collaboration: Work closely with hotel general managers, marketing, finance, and sales teams to align on revenue targets, promotions, and pricing strategies.
• Reporting & Performance Tracking: Regularly report on revenue performance, occupancy rates, and other key metrics, offering insights and recommendations to senior management.

THE PERSON

Beyond the first-class physical modelling of our hotels, we’re also investing in our people. Our vision has four key pillars; our people, our guests, our communities, and our environment, and what matters most to us is delivering an authentic experience of the Scottish Highlands to our guests. This can only happen with a strong team that shares our Vision.

We’re seeking someone who thrives in a fast-paced, analytical environment, with the following skills and experience:

• Revenue Management Expertise: Strong understanding of yield management and dynamic pricing strategies to maximise room revenue and occupancy.
• Leadership Skills: Proven ability to lead and develop a team, ensuring productivity and high customer service standards.
• Data-Driven: Ability to interpret market trends, historical data, and competitor insights to inform pricing and booking strategies.
• Tech Savvy: Experience with Property Management Systems (PMS), Revenue Management Systems (RMS), and channel management platforms.
• Communication & Collaboration: Excellent verbal and written communication skills, with the ability to work collaboratively across departments and with external partners.
• Customer-Focused: Dedicated to ensuring an exceptional booking experience for guests, and able to resolve any queries or issues promptly.

Preferred candidates will have previous experience in a similar role within the hospitality industry, managing multi-property revenue and reservations operations, and a track record of driving revenue growth.

• Revenue Management: Develop and implement revenue management strategies to maximise occupancy and Average Daily Rate (ADR). Monitor market trends, adjust room rates, and optimise booking channels.
• Reservations Operations: Oversee the daily operations of the reservations team, ensuring smooth and efficient booking processes. Maintain booking platforms, including OTAs and direct website channels.
• Data Analysis & Forecasting: Analyse market demand, booking patterns, and competitor activity to forecast room occupancy and optimise pricing strategies.
• Team Leadership: Lead and mentor the Reservations Coordinators, providing training, support, and performance feedback to ensure a high standard of customer service.
• Customer Experience: Ensure guests receive exceptional service throughout the booking process, addressing inquiries and resolving issues promptly.
• Collaboration: Work closely with hotel general managers, marketing, finance, and sales teams to align on revenue targets, promotions, and pricing strategies.
• Reporting & Performance Tracking: Regularly report on revenue performance, occupancy rates, and other key metrics, offering insights and recommendations to senior management