Manager, Reservations

Job Responsibilities

OVERVIEW

The Reservations Manager - Sri Lanka, overlooks the reservation function of the Sri Lanka Hotels & Resorts to ensure efficient inventory management, yield management, smooth and efficient operations through effective and high-quality reservation related services to both internal and external customers while consistently focusing on achieving revenue targets set in the Annual Plan with attention on maximizing revenue opportunities. Managing and supervising performance of reservation staff, implementation of policies and procedures, staff training and coaching are expected in this role while executing respective responsibilities towards the achievement of overall goals and objectives of the Organization.

• Lead and manage the reservations operation to deliver exceptional customer service, achieve KPIs, and drive operational excellence.
• Develop and implement strategies, processes, and best practices to improve efficiency, service quality, and business performance.
• Manage, coach, and develop teams through effective recruitment, training, performance management, and engagement initiatives.
• Drive revenue optimization through inventory management, upselling strategies, overbooking control, and sales performance monitoring.
• Collaborate with stakeholders to address operational challenges, ensure quality standards, resolve complaints, and implement sustainable improvements.

Person Specifications

• Proven track record of leading a reservations operation at least for 5 years with experience in managing an operation through periods of significant growth and change. Having experience in working with a global hospitality brand is highly desirable.
• Ability to develop and execute business strategies and set priorities for self and others.
• Experience in working with central reservation systems.
• Excellent organizational, administrative, and time management skills.
• Ability to multitask, work in a fast-paced environment and have high-level attention to detail.
• Effective communication with stakeholders at all levels.
• Strong leadership skills with the ability to develop high performing teams.
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Bachelor’s Degree in hospitality management or Equivalent.