Sr. Manager of Reservations

Yonder Talent India; India; Remote; INR 1,200,000 - 1,500,000; Full time

Job summary

A leading talent management firm in India is seeking a Sr. Manager of Reservations to lead a large reservations team. The role involves overseeing all operations, optimizing workflows, and driving service excellence. The ideal candidate will have extensive experience in hospitality and strong leadership skills. This remote position offers competitive salary and requires night shifts aligned with US time zones.

Qualifications

• 6+ years of progressive experience in hospitality reservations or revenue operations.
• 2+ years in a senior leadership role managing large teams.
• Proven record of improving conversion, efficiency, and service quality.

Responsibilities

• Lead and develop a reservations team of 100+ agents.
• Oversee hiring, training, and performance management.
• Define and track KPIs for conversion and service quality.
• Optimize workflows and staffing models for productivity.

Skills

Leadership

Analytical skills

Communication

Stakeholder management

Operational efficiency

Education

Bachelor’s degree in Hospitality Management, Business Administration, or related field

Master’s preferred

Job description

We are seeking an experienced and strategic Sr. Manager of Reservations to lead our centralized reservations function and manage the entire reservations department. This leader will oversee all aspects of reservation operations, from driving service excellence to operational efficiency and revenue performance.

The ideal candidate brings deep hospitality experience and excels at balancing people leadership, system optimization, and commercial strategy.

Key Responsibilities

• Lead, mentor, and develop a high-performing reservations team of 100+ agents, supervisors, and leads.
• Oversee hiring, training, performance management, and organizational structure for the department.
• Define and track KPIs for conversion, service quality, response times, and booking accuracy.
• Optimize reservation workflows, staffing models, and scheduling to maximize productivity and guest satisfaction.
• Partner with Revenue Management to align reservation strategies with occupancy and revenue goals.
• Drive upselling and cross-selling initiatives to increase average booking value and overall profitability.
• Ensure all guest interactions deliver consistent, brand-aligned service across phone, email, and digital channels.
• Manage escalations, complex bookings, and VIP reservations with professionalism and discretion.
• Oversee system performance and enhancements across PMS, CRS, and CRM platforms in collaboration with IT and Product teams.
• Analyze performance data to identify trends, forecast demand, and present insights to senior leadership.
• Collaborate with Marketing, Operations, and Finance on campaigns, forecasting, and staffing budgets.
• Champion a culture of excellence, accountability, and continuous improvement across the department.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field (Master’s preferred).
• 6+ years of progressive experience in hospitality reservations, call center, or revenue operations.
• 2+ years in a senior leadership role managing large teams.
• Strong analytical, financial, and system management skills.
• Proven record of improving conversion, efficiency, and service quality in a large-scale environment.
• Exceptional communication, leadership, and stakeholder management capabilities.
• Work Location: Remote (India)
• Shift: Night shift aligned with US time zones
• Salary: ₹12,00,000 – ₹15,00,000 per annum (based on experience)