Reservation Manager

About the job

Based at Mandarin Oriental, Hangzhou within the Sales & Marketing Division, the Reservation Manager is responsible for leading the Reservations team and ensuring the efficient management of all room reservation activities. Reporting to the Director of Revenue Management, this role plays a key part in optimizing room inventory, maximizing revenue opportunities, maintaining reservation accuracy, and delivering exceptional guest service in accordance with Mandarin Oriental standards. The Reservation Manager works closely with Revenue Management, Sales, Front Office, and other operational departments to drive business performance, enhance the guest booking experience, and support the achievement of the hotel’s commercial objectives.

As Reservation Manager, you will be responsible for the following duties:

• To ensure prompt, accurate, and professional responses to all room reservation enquiries and correspondence.
• To oversee the daily reservation operations and ensure all bookings are entered into the PMS system within 24 hours.
• To monitor room inventory, occupancy levels, rate structures, and availability to maximize revenue opportunities through effective inventory control.
• To supervise, coach, and develop the Reservations team to ensure service excellence and operational efficiency.
• To prepare and review daily, weekly, and monthly reservation reports, forecasts, and market performance analysis.
• To ensure all reservation-related information, including special guest requests, billing instructions, VIP arrangements, and group requirements, is communicated accurately with relevant departments.
• To maintain and monitor rate codes, inventory controls, and distribution channels to ensure data accuracy across all systems.
• To manage reservation procedures for individual, corporate, FIT, and group bookings in accordance with hotel standards.
• To monitor reservation team performance, ensuring calls, emails, and reservations are handled professionally and efficiently.
• To coordinate closely with Revenue Management to maximize room yield and achieve revenue targets.
• To identify opportunities to improve operational efficiency, sales performance, and guest satisfaction.
• To implement and monitor departmental incentive schemes and performance management initiatives.
• To support the promotion of new products, packages, and services to increase conversion and revenue generation.
• To supervise the preparation of forecasts and reservation reports to assist with business planning and decision-making.
• To ensure reservation training programs, including MOHG reservation standards and LQE requirements, are conducted and monitored throughout the year.
• To develop succession plans and career development pathways for Reservations colleagues.
• To maintain effective communication with Sales, Front Office, Housekeeping, Concierge, and other departments to ensure seamless guest service.
• https://careers.mandarinoriental.com/jobs/reservation-manager-hangzhou-china