Reservations Manager

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.