The Role
The Reservations Manager will optimize revenue and occupancy, lead a reservations team, manage room inventory, analyze booking data, and enhance guest booking experiences.
Summary Generated by Built In
Our client, a well-established player in the hospitality industry operating a vibrant beachfront resort in Zanzibar, is seeking a driven and strategic Reservations Manager to oversee all aspects of its reservations function. This role plays a critical part in driving occupancy, optimizing revenue, and ensuring a seamless guest booking experience. The successful candidate will possess a strong blend of analytical thinking, sales acumen, and team leadership, with an ability to translate data insights into actionable strategies. Experience in high-volume or event-focused environments will be a distinct advantage.
Responsibilities
- Develop and execute strategic
plans to optimize room occupancy and revenue performance across all
accommodation types and packages.
- Lead the daily operations of the
reservations team, ensuring efficient workflows, system accuracy, and adherence
to SOPs.
- Manage room inventory through
effective yield and revenue management techniques to boost ADR and RevPAR.
- Monitor industry trends,
competitor rates, and market forecasts to guide pricing and availability
decisions.
- Increase direct booking channels
(website, email, phone) using proactive sales tactics and upselling techniques.
- Identify new B2B opportunities
including group bookings, travel agency partnerships, and corporate contracts.
- Collaborate with the sales and
marketing teams to develop tailored promotions and compelling packages.
- Represent the hotel in client
meetings and presentations where necessary.
- Analyze booking data and trends
to inform pricing, forecasting, and sales strategies.
- Produce detailed reports (daily,
weekly, monthly) covering occupancy, revenue, booking channels, and performance
KPIs.
- Leverage data insights to
fine-tune marketing and reservation initiatives for better conversion.
- Ensure a professional, efficient,
and personalized reservation process for all guests.
- Handle special requests and
complaints with tact, ensuring guest satisfaction from the booking stage
onward.
- Maintain strong communication
with returning guests and travel partners to foster loyalty.
- Recruit, onboard, and develop
reservations staff with a focus on performance and professional growth.
- Conduct regular training,
appraisals, and one-on-one coaching sessions.
- Collaborate cross-functionally
with Front Office, Sales, and Operations to ensure seamless guest service.
- Manage and maintain the Property
Management System (PMS)—preferably Opera—and other booking platforms.
- Ensure accurate data entry,
proper payment processes, and compliance with privacy and data regulations.
- Oversee OTA extranet listings and
ensure accurate room rates and availability are reflected.
Requirements
- Bachelor’s degree in Hospitality Management, Business, Marketing, or a related analytical field.
- 3–7 years of progressive experience in hotel/resort reservations, ideally in high-traffic or event-driven environments.
- Strong data interpretation skills with a proven ability to make informed revenue-generating decisions.
- Proven sales skills with measurable success in achieving or exceeding targets.
- Excellent verbal and written communication skills, with a client-first approach.
- Advanced proficiency in PMS (preferably Opera), channel management tools, and OTA platforms.
- Proficiency in Excel and other reporting tools.
- Strong organizational skills and a proactive, hands-on approach to problem solving.
- Flexibility to work evenings, weekends, and holidays as needed.
Skills Required
- Bachelor's degree in Hospitality Management, Business, Marketing, or a related analytical field
- 3-7 years of progressive experience in hotel/resort reservations
- Strong data interpretation skills
- Proven sales skills with measurable success
- Excellent verbal and written communication skills
- Advanced proficiency in Property Management System
- Proficiency in Excel and reporting tools
- Strong organizational skills and proactive problem solving
- Flexibility to work evenings, weekends, and holidays
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Shugulika Africa Limited is a quality service provider with over 12 years of industry experience, specializing in recruitment, headhunting, HR consulting, training, payroll services, and other HR services.
