Reservations Manager

At Rosewood Blue Palace, we believe every guest relationship begins long before arrival. The Reservations Manager is responsible for leading the Reservations team in delivering exceptional pre-arrival experiences while maximizing revenue opportunities and ensuring operational excellence. This role combines commercial acumen with genuine hospitality, fostering meaningful guest relationships through personalized service, accuracy, and attention to detail. Working closely with Revenue Management, Sales, Front Office, Guest Services, and other operational departments, the Reservations Manager ensures that every reservation reflects Rosewood’s commitment to Relationship Hospitality.

Responsibilities

Lead, inspire and develop the Reservations team through coaching, mentoring and continuous performance management; Foster a collaborative, guest-centric culture; Oversee the daily operation of the Reservations Department; Ensure all reservations are processed accurately and efficiently; Handle VIP, complex and escalated reservation requests; Partner closely with the Director of Revenue to support revenue optimization strategies; Monitor booking pace, market demand, pick-up, cancellations and forecasting trends; Identify opportunities to maximize room revenue through effective inventory management and upselling; Maintain expert knowledge of Opera Cloud PMS and SynXis CRS; Work closely with Sales to manage group reservations, rooming lists and contracted business; Coordinate with Front Office and Guest Services on arrivals, VIP guests and special requests; Produce daily, weekly and monthly performance reports; Maintain departmental SOPs and ensure compliance with Rosewood standards

Requirements

Well-developed leadership competencies: Initiative - ability to decide and initiate action; Strategic thinking - ability to formulate strategies and methodically solve problems; Business acumen - entrepreneurial mindset and commercial thinker; People leadership - leads by example, promoting a clear sense of purpose to associates; Minimum 5 years of luxury hospitality experience with at least 2 years in a Reservations leadership role; Advanced proficiency in Opera Cloud PMS, SynXis CRS; Strong understanding of Revenue Management principles; Excellent knowledge of hotel distribution and electronic booking channels; Strong analytical, organizational and problem-solving skills; Excellent communication and interpersonal abilities; Fluency in English is essential

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