Reservations Manager

Aqua Expeditions; Madrid; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company as a Reservations Manager, where your leadership will empower a dynamic team dedicated to providing exceptional guest experiences. In this pivotal role, you will drive commercial performance through strategic oversight of bookings and yield optimization, ensuring operational excellence while collaborating with various departments. Your expertise in booking systems and CRM will be crucial in maximizing revenue and enhancing guest satisfaction. This is an exciting opportunity to contribute to a company renowned for its commitment to quality and authenticity in luxury travel.

Servicios

Competitive salary and benefits package

Collaborate with a passionate team

Make meaningful contributions

Formación

• 8+ years of experience in reservations and system management.
• Fluent in English and Spanish, with desirable French skills.

Responsabilidades

• Lead and mentor the reservations team to ensure high performance.
• Oversee daily operations and ensure adherence to service standards.

Conocimientos

Proactive Problem Solving

Results-Oriented Leadership

Booking & CRM Expertise

Analytical & Data-Driven

Active Listening

Strategic Prioritization

Influential Communication

Collaborative Team Leadership

Guest-Centricity

Self-Motivation & Commitment

Team Motivation & Guidance

Educación

Business Administration degree

Tourism degree

Herramientas

Resco booking system

Zoho CRM

Descripción del empleo

We’re hiring: Reservations Manager

At Aqua Expeditions, we are passionate about providing exceptional levels of service to our guests. We take pride in pampering our guests and ensuring that their time with us creates a trip of a lifetime. The Aqua experience is carefully curated by a team of talented individuals — from onboard crew to reservations staff — who work behind the scenes to guarantee smooth sailing. We are always on the lookout for new team players who share our passion and expertise, to ensure a world-class travel experience. If this sounds like you,apply now and be part of our extraordinary voyage!

OUR VISION:To create and deliver unique and authentic once-in-a-lifetime experiences so that our guests can have enriching memories to cherish for a lifetime.

OUR MISSION:Aqua Expeditions offers customized luxury travel experiences aboard vessels of elegant, contemporary design, centered around

immersive culture and wildlife excursions unique to each location, award-winning cuisine by renowned chefs, personalized guest service, and a commitment to community, sustainability and preservation.

4 CORE VALUES:

A: We value AUTHENTICITY, believing in the unique talents of each individual and the importance of integrity.

Q: We aim for QUALITY, emphasizing a service-oriented approach and shared knowledge.

U: We believe in UNITY, and prioritize effective teamwork.

A: We hold deep ADMIRATION and respect for our environment, collaborating closely with local communities to foster responsible practices that protect and conserve nature.

Sounds great – what’s the role in a nutshell?

The Reservations Manager leads and empowers the reservations team to deliver exceptional service while driving commercial performance through strategic oversight of bookings, yield optimization, and collaboration with key departments. This role focuses on maximizing revenue, driving both trade and direct bookings, ensuring operational excellence, and fostering strong cross-functional partnerships with Marketing, Sales, CRM, Accounting and Operations.

Your passion is:

• Lead, mentor, and support the Reservations Supervisors and global reservations team including Expeditions Consultants to ensure high levels of performance, motivation, and customer service.
• 
  Oversee the day-to-day reservations operations, including team scheduling, performance reviews, and coaching, ensuring adherence to company standards and service levels.
  
• Align the reservations strategy with commercial goals, identifying booking trends, optimizing inventory, and collaborating with the Sales, Marketing and Finance team on yield strategies to maximize occupancy and revenue per departure.
  
• Ensure prompt and professional handling of all guest and agent inquiries, while upholding a high standard of personalized service across all communication channels. Collaborate closely with Guest Relations Coordinators to ensure a seamless handover of guest and client relationships to operational teams, maintaining consistency in service quality and communication throughout the guest journey
  
• Ensures all reservations related systems are correctly configured, validated and working optimally, especially Resco booking system and its integration with related systems like Zoho CRM. Liaise with IT team to resolve operational issues and technical errors on these systems when required.
  
• Collaborate with the Digital Marketing, Marketing, and IT teams to ensure accurate configuration and data input of vessel, pricing, and departures in Resco—supporting the setup of new vessels, including any data updates, and ensuring correct display across our booking systems and Agent Portal.
  
• Define, measure, and track key performance indicators (KPIs) related to reservations conversion rates, booking lead times, revenue targets, and guest satisfaction metrics, and work closely with the Digital Marketing and CRM teams to review Reservations performance reports and provide input on potential areas for improvement.Collaborate with CRM, Sales, and Marketing teams on strategic projects aimed at driving revenue growth, improving lead management, and optimizing guest engagement workflows.
  
• Oversee the reservation pipeline and ensure timely follow-up on courtesy holds, inquiries, and follow-ups, driving conversion and minimizing missed opportunities
  
• Support Accounting with timely and accurate reporting on collections, billing, and outstanding payments related to reservations.
  
• Analyze monthly and quarterly vessel performance, preparing insightful reports with clear recommendations to improve forward bookings and long-term profitability.
  
• Participate in refining systems and workflows—while not leading technical development, the role ensures usability and effectiveness from a commercial and operational standpoint.
  
• Contribute to the development and continuous improvement of training materials, SOPs, and best practices across the reservations function.
  
• Act as a key liaison between the Reservations Department and Accounting, Sales, Marketing, CRM and Operations to ensure seamless alignment of priorities and timely execution of commercial initiatives.
  
• Partner with the Marketing team to ensure accurate and compelling offers, promotions, and updates are reflected on reservations system and communicated effectively to the reservations team.
  
  

What are we looking for?

• Business Administration or Tourism or other related degree with applicable qualities.
• Minimum 8 years of relevant experience in reservations and system
• Fluent in English (spoken and written)
• Fluent in Spanish (spoken and written)
• Desirable French (Spoken and written)
• Proactive Problem Solving
• Results-Oriented Leadership
• Booking & CRM Expertise
• Analytical & Data-Driven

• Active Listening
  
• Strategic Prioritization
  
• Influential Communication
  
• Collaborative Team Leadership
  
• Adaptive to travel and interact with various cultures.
• Guest-Centricity
  
• Self-Motivation & Commitment
  
• Team Motivation & Guidance
  

Why You'll Love Working With Us:

• Competitive salary and benefits package.

• Be part of an award-winning, worldwide company at the forefront of technological innovation.
• Collaborate with a passionate and dedicated team.
• Make meaningful contributions that drive our company's success.
  

Apply Now and Let's Shape the Future Together!