Reservation Manager

Department Leadership & Operations

• Lead the Reservations Department as the Head of Department, overseeing daily operations, team performance, and service standards.

• Report directly to the GM on booking pace, department KPIs, demand trends, and system performance.

• Ensure operational compliance with Wyndham standards, especially rate code usage, reservation accuracy, and customer service delivery.

• Train and supervise team members in upselling, accuracy, and communication standards.

Revenue Management Support

• Execute and support daily pricing strategies, restrictions, and inventory controls provided by GM/RM.

• Maintain accurate BAR, corporate, promotional, and package rate codes in SynXis and Opera PMS.

• Monitor booking patterns, market demand, cancellations, and pick-up to recommend strategy adjustments.

• Provide data for forecasting: pace reports, segment breakdown, high-demand period analysis, and wash factors.

• Assist in meeting revenue goals aligned with hotel strategy and Wyndham’s revenue approach.

Distribution & Connectivity Management

• Oversee and maintain all rate loading, inventory, mapping, and connectivity across:

  • SynXis CRS

  • Opera PMS

  • OTA extranets

  • GDS systems

  • Channel manager (two-way connectivity)

• Ensure accurate availability, rate parity, and content across all digital channels.

• Troubleshoot discrepancies, mapping failures, or availability mismatches quickly.

Group & Corporate Reservations Handling

• Manage group blocks, allocations, cut-off dates, and pickup tracking.

• Coordinate with Sales to load group rates and corporate codes accurately.

• Ensure negotiated rate codes are functioning and monitored for production.

Customer Service & Communication

• Ensure all reservations are handled accurately and efficiently, with high service standards.

• Manage complex requests, VIP bookings, special requirements, and complaint escalations.

• Maintain excellent internal coordination with Front Office, Sales, Revenue, and Finance.