Reservations Manager

The role…

The Reservations Manager is responsible for creating and managing the company’s hotel reservations, as well as making sure that all reservations are fulfilled at the highest quality possible. The Reservations Manager will be in charge of ensuring that staff members are properly trained on how to handle customer service needs in a prompt and timely manner, as well as ensuring that all employees understand the importance of maintaining a positive attitude while on the job.

Main duties…

• Entering new reservations into the system, including booking dates, times, and any special instructions.
• Managing the reservation schedule to ensure that all available spaces are filled, but that there are enough free rooms for incoming guests.
• Ensuring that all staff members assigned to handle reservations are familiar with the process and can handle common problems that may arise.
• Checking in with guests who have already made reservations to confirm they will be coming or if there are any other issues with their stay.
• Managing the day-to-day operations of their department and ensuring that their team is adequately trained to handle customer requests.
• Keeping up with trends in the hospitality industry so they can adjust their policies accordingly.
• Monitoring trends in booking patterns so they can anticipate demand and make appropriate adjustments to staffing levels or other resources needed to serve customers effectively (e.g., adding more receptionists during peak times).
• Use advanced analytical tools to forecast demand patterns, and crafts pricing strategies to optimize occupancy rates and revenue.
• Providing speedy responses to in-house guests and potential guests enquiries via email, phone, or chat.
• Overseeing the creation of monthly reports on key metrics, including call volume, average hold time, and agent productivity.

Required Skills/Qualifications:

• Must have a Bachelor’s degree in Hospitality Management or related field, or equivalent experience.
• At least 5 years of previous experience in the hospitality industry.
• Must be highly proficient in Opera and Duetto, MS Office Suite, Google Drive, reservation software, and Salesforce.
• Must have a keen analytical mindset, and a continuous drive to enhance profitability while ensuring exceptional guest experiences.
• Use advanced analytical tools to forecast demand patterns, and then crafts pricing strategies to optimize occupancy rates and revenue.
• Must be able to manage multiple projects at once and prioritize tasks based on deadlines and personal preferences.
• Must have experience working at a resort in the Caribbean. Private Island Experience is a plus, with experience in logistics and transportation coordination.
• Strong communication and interpersonal skills.
• Ability to work independently, prioritize tasks, work across departments and meet deadlines.
• Ability to manage and train staff.
• Excellent customer service skills.

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to work on your feet for at least 8 hours.
• Fast paced movements are required to go from one part of the club to others.
• Must be able to move, pull, carry, or lift at least 20 pounds.
• Occasionally kneel, bend, crouch and climb as required.

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• Health Care: Full time employees are eligible for full benefits; Medical, Dental & Vision
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.