Reservations Manager (m/f/d)

The Ritz-Carlton Hotel Company, L.L.C.; Wien; On-site; EUR 26,000 - 31,000; Full time

Benefits offered by this job

Become part of the Top 1% of Hospitail

Work in a 5-star environment

Excellent career opportunities world­-

Regular training & development

Motivated and supportive team

Global perks and discounts

Competitive compensation with annual K

Job summary

The Ritz-Carlton Vienna is seeking a Reservations Manager to lead a team of Reservations Agents and manage both room and restaurant reservations, ensuring a seamless guest experience. Reporting to the Director of Sales & Marketing, you will drive revenue through inventory management, upselling and collaboration with Revenue Management and Front Office, while upholding brand standards.

The ideal candidate has luxury-hotel reservations or front office leadership experience, fluent German and

Qualifications

• Several years of experience in Reservations or Front Office within a luxury hotel environment, including supervisory or leadership experience.
• Strong leadership skills with the ability to motivate, coach and develop a high-performing team.
• Excellent organizational and analytical skills with strong attention to detail.
• Experience leading or participating in hotel system implementations, change management or transformation projects.
• Commercial awareness and understanding of revenue management principles.
• Outstanding guest service orientation and excellent communication skills.
• Ability to remain calm, professional and solution-oriented in a fast-paced environment.
• Excellent command of German and English, both written and spoken; additional languages are an advantage.
• Advanced knowledge of OPERA, MARSHA, SevenRooms and Microsoft Office applications.
• Strong sense of responsibility, reliability, flexibility and teamwork.
• Excellent problem-solving skills and the ability to make sound operational decisions.

Responsibilities

• Lead, motivate, coach and develop a team of Reservations Agents across room and restaurant reservations.
• Oversee daily Operations of Reservations Department and ensure accurate processing of reservations.
• Monitor and optimize room inventory, reservation availability and practices with Revenue Management, Front Office and F&B.
• Maximize revenue through upselling and revenue-management adherence.
• Ensure compliance with brand standards, policies and procedures.
• Provide coaching to improve service quality, productivity and performance.
• Analyze trends and forecast performance, advising leadership accordingly.
• Handle escalated guest requests and VIP reservations with professionalism.
• Prepare departmental reports, forecasts and performance analyses.
• Collaborate with Sales, Revenue Management and other departments for seamless guest experiences.
• Maintain reservation systems (MARSHA, OPERA, SevenRooms) and lead system implementations.

Skills

Leadership

Guest service

Operations management

Revenue management

OPERA/MARSHA

MS Office

Communication

Problem solving

Tools

OPERA

MARSHA

SevenRooms

Microsoft Office

Job description

Job Number 26135392

Job Category Reservations

Location Schubertring 5-7, Vienna 1010, AustriaVIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Management

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury services and seek for the best hospitality professionals worldwide. We are convinced that the Ladies and Gentlemen of The Ritz-Carlton are the most important resource in our service commitment to our guests.

The Gold Standards serve as the foundation of the Ritz-Carlton brand and motivate us to be better every day. With this approach and the firm belief that our culture is the driving force of success, The Ritz-Carlton has earned an international reputation as a market leader in luxury hospitality. As part of our team, you will get to know our Gold Standards, such as our Employee Promise, our Credo, and our Service Values. We promise you that with us, you will have the opportunity to be proud of your work and your fellow Ladies and Gentlemen.

"We are Ladies and Gentlemen serving Ladies and Gentlemen"

The team of The Ritz-Carlton, Vienna is looking for a Lady or Gentlemen for the position: Reservations Manager

Reporting directly to the Director of Sales & Marketing, the Reservations Manager leads a team of Reservations Agents and is responsible for the strategic and operational management of the Reservations Department, overseeing both room and restaurant reservations. This role ensures an exceptional booking experience for our guests across all reservation touchpoints while maximizing revenue opportunities, maintaining brand standards and fostering a high-performing, service-oriented team.

Key Responsibilities

• Lead, motivate, coach and develop a team of Reservations Agents, ensuring exceptional guest service and operational excellence across room and restaurant reservations
• Oversee the daily operations of the Reservations Department, ensuring all room and restaurant reservations are processed accurately, efficiently and in accordance with brand standards
• Monitor and optimize room inventory, restaurant reservation availability and reservation practices in collaboration with Revenue Management, Front Office and Food & Beverage
• Maximize revenue through effective inventory control, upselling and adherence to revenue management strategies for both accommodation and restaurant reservations
• Ensure compliance with Marriott and The Ritz-Carlton brand standards, policies and procedures
• Maintain and continuously improve departmental service quality, productivity and performance through regular coaching and training
• Analyze reservation trends, booking pace and market demand, providing recommendations to the Director of Sales & Marketing
• Handle escalated guest requests, VIP room and restaurant reservations, and special arrangements with professionalism and care
• Prepare departmental reports, forecasts and performance analyses
• Foster strong collaboration with Sales, Revenue Management, Front Office, Food & Beverage and other hotel departments to ensure seamless guest experiences
• Ensure accurate use and maintenance of all reservation systems, including MARSHA, OPERA and restaurant reservation platforms
• Lead the Reservations workstream during the implementation of new reservation systems, acting as the primary departmental contact and subject matter expert

Your Qualifications

• Several years of experience in Reservations or Front Office within a luxury hotel environment, including previous supervisory or leadership experience
• Strong leadership skills with the ability to motivate, coach and develop a high-performing team
• Excellent organizational and analytical skills with strong attention to detail
• Experience leading or actively participating in hotel system implementations, change management initiatives or operational transformation projects is highly desirable
• Commercial awareness and understanding of revenue management principles
• Outstanding guest service orientation and excellent communication skills
• Ability to remain calm, professional and solution-oriented in a fast-paced environment
• Excellent command of German and English, both written and spoken; additional languages are an advantage
• Advanced knowledge of OPERA, MARSHA, restaurant reservation systems (SevenRooms) and Microsoft Office applications
• Strong sense of responsibility, reliability, flexibility and teamwork
• Excellent problem-solving skills and the ability to make sound operational decisions

Our Benefits:

• Become part of the Top 1% of Hospitality Professionals: Stand out with your experience in a prestigious environment and among professionals
• Work in a 5-star environment: Enjoy working in a modern and luxurious workplace, equipped with high-quality amenities
• Excellent career opportunities worldwide: Benefit from great career prospects in 5-star hotels around the world
• Regular training & development opportunities: Take advantage of our ongoing training and in-depth development opportunities for professional and personal growth
• Motivated and supportive team: Work in a dedicated, friendly team that collaborates on achieving success
• Unique employee benefits: Enjoy numerous global perks such as hotel stays, Food & Beverage discounts, retail discounts, free uniform cleaning and meals, wellbeing and recognition programs, and many more benefits
• Competitive compensation: Receive an attractive salary, along with a guaranteed annual pay increase based on your performance

The statutory gross minimum remuneration for this position, based on full-time employment, is € 2.557,00 per month. A higher salary is guaranteed and depends on your qualifications and experience.

Our motivated and supportive team will be happy to onboard you and give you a warm welcome with a two-day Onboarding from the very beginning.

Please be advised that a valid working permission for Austria is required for this position.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.