DUTIES & RESPONSIBILITIES:  

•  Supervise daily operations of the reservations department, ensuring prompt, courteous, and accurate guest service always. 

• Train, mentor, and motivate reservations staff on reservation systems, customer service excellence, and sales techniques. 

• Develop and maintain reservation policies and procedures. 

• Handle escalated customer service issues, resolve conflicts, and ensure guest satisfaction and loyalty. 

• Coordinate with other departments (front office, sales, housekeeping, maintenance) to fulfill special guest requests and ensure smooth hotel operations. 

• Manage booking systems and ensure accurate handling and monitoring of phone calls, and electronic reservations. 

• Monitor and coach based on Forbes standards and maintain professional and technical knowledge of call center operations and sales processes. 

• Ensure compliance with company policies, industry regulations, and data privacy standards in all reservation activities. 

REQUIRED SKILLS & EXPERIENCE:  

• Experience: At least one year of hotel or reservations experience. 

• Technical Skills: Proficiency in hotel property management systems, reservation software, and booking platforms (e.g., Infor, RESY, Book4time, Alice, Workday etc). 

• Leadership & Communication: Excellent leadership, interpersonal, and communication skills; ability to train and motivate teams. 

• Customer Service Orientation: Strong problem-solving attitude, attention to detail, and ability to resolve guest issues professionally. 

• Multitasking & Organization: Ability to multitask, prioritize, and work efficiently in a fast-paced environment 

Preferred Attributes: 

• Familiarity with Forbes Travel Guide standards. 

• Experience with Workday, Infor, and Alice. 

• Basic knowledge of Excel