Reservations Manager (Group & Transient)

Job Profile – Reservations Manager (Group & Transient)

Location: REMOTE - Arrowwood Resort & Conference Center – Alexandria, MN
Department: Reservations / Revenue Management
Reports To: General Manager (dotted line to Sales & Revenue)
Employment Type: Full-Time, REMOTE

Position Overview

The Reservations Manager (Group & Transient) is responsible for managing all room reservation activities for transient, group, and contracted business to maximize occupancy, ADR, and total rooms revenue. This role oversees the reservations team, ensures accurate group block management, controls inventory across all distribution channels, and acts as the operational bridge between Sales, Front Office, and Revenue Management.

This position is highly KPI-driven with direct accountability for conversion, pace, accuracy, and revenue optimization.

Core Responsibilities

Group Reservations Management

• Manage all group room blocks including conferences, weddings, social events, and tour groups.
• Build, load, and maintain group blocks, cut-off dates, rooming lists, and pickup tracking.
• Monitor group pickup vs. contracted blocks and proactively adjust inventory.
• Provide accurate pickup, wash, and forecast reports to Sales and Revenue weekly.
• Coordinate with Conference Services, Sales, and Front Office to ensure seamless execution.

Transient Reservations Management

• Oversee all individual and transient reservations via phone, website, OTAs, and packages.
• Optimize rate offerings based on demand patterns and revenue strategy.
• Ensure correct rate loading, restrictions, packages, and policies in the PMS.
• Maintain rate parity across all booking channels.

Revenue & Yield Optimization

• Work closely with Revenue Management to support ADR, RevPAR, and occupancy goals.
• Upsell rooms, packages, upgrades, add-ons, and extended stays.
• Identify shoulder-night opportunities and soft-date demand drivers.
• Recommend overbooking strategies and inventory controls during peak periods.

Reservations Team Leadership

• Hire, train, schedule, and manage Reservations Agents.
• Develop scripts and standards for selling, upselling, and guest engagement.
• Monitor calls, emails, and booking accuracy.
• Conduct weekly training, call reviews, and performance coaching.

Systems, Reporting & Accuracy

• Maintain clean reservations data in PMS and CRM systems.
• Monitor and correct reservation errors before arrival.
• Produce daily pace, weekly pickup, monthly forecast, and variance reports.
• Ensure compliance with cancellation, deposit, and payment policies.

Cross-Department Coordination

• Coordinate daily with Front Office, Night Audit, Housekeeping, and Sales.
• Support pre-arrival planning and VIP group arrivals.
• Communicate sell-out dates, restrictions, and special notes clearly to Operations.

Key Performance Indicators (KPIs)

Revenue & Performance

• Occupancy: Meet or exceed annual budget
• ADR Growth: Achieve year-over-year ADR improvement per budget.
• RevPAR: Meet or exceed budgeted RevPAR targets.
• Group Pickup Performance: ≥ 90–95% pickup against contracted blocks.
• Call Conversion Rate: ≥ 35–40% for inbound reservations calls.

Accuracy & Controls

• Reservation Accuracy Rate: ≥ 99% (no rate/room/date errors).
• Group Block Accuracy: 100% accurate block setup and cut-off enforcement.
• OTA Parity Issues: < 1% occurrence per month.
• Overbooking Errors: Zero uncontrolled walk situations.

Sales & Upselling

• Upsell Attachment Rate: ≥ 20% of bookings with upgrades or add-ons.
• Average Length of Stay: Meet or exceed budgeted LOS targets.
• Shoulder Night Fill Rate: Improve by 5–10% YOY.

Team & Productivity

• Reservations staff productivity within budgeted labor hours.
• Training completion rate 100% for scripts, systems, and policies.
• Annual team retention rate 80%+.

Service & Responsiveness

• Email response time: ≤ 4 business hours.
• Phone standards: 95% of calls answered within 3 rings.
• Guest pre-arrival issues resolved before check-in in 98% of cases.

Qualifications

• 3–5 years of hotel or resort reservations experience with group and transient focus.
• Previous supervisory or management experience preferred.
• Strong knowledge of PMS systems (Maestro, Opera, or equivalent).
• Solid understanding of group rooms, cut-offs, wash, attrition, and forecasts.
• Strong analytical, revenue, and communication skills.
• Detail-oriented, deadline-driven, and guest-focused.

Job Type: Full-time

Pay: AED6,000.00 - AED8,000.00 per month

Work Location: Remote