Hotel Reservation Manager (2)

About Kuoni Tumlare
At Kuoni Tumlare, we deliver inspiring and innovative solutions and experiences that create value for our Partners and Society at large. Our portfolio is built on 100+ years of destination management experience. Our solutions include series tours, technical visits, educational tours, Japan specialist travel consulting, and meetings, incentives, conferences, and exhibitions. We cater to a wide range of customer needs in collaboration with trusted suppliers, powered by our team of destination experts.

About The Business
Our Destination Management services form the core of our business. Our sales and account management teams partner with customers (Tour Operators, Travel Agencies) to shape itineraries suited to traveler needs. We handle ground support, hotel bookings, sightseeing, restaurants, local guides, and provide 24/7 support so travelers from over 50 countries can enjoy memorable experiences worry-free.

About The Role
The Hotel Reservation Manager leads the Hotel Reservations team, managing staff responsible for booking, negotiating, and coordinating hotel services across destinations. This role ensures seamless daily reservation activities and supports long-term strategic initiatives by guaranteeing service quality, efficiency, compliance, and customer satisfaction. The Hotel Reservation Manager builds strong relationships with hotel partners, optimizes hotel allotments, and aligns processes, people, and performance to achieve business excellence.

Key Responsibilities

• Business & Process Management: Oversee daily hotel reservations activities to ensure service quality and alignment with market needs. Plan and monitor reservations on a seasonal, monthly, and weekly basis; manage hotel allotments to maximize availability, profitability, and efficiency.
• People Management: Lead, coach, and support the reservations team to achieve high performance. Foster engagement, collaboration, and clear information flow. Support team development through continuous coaching and recognition.
• Analysis & Performance Optimization: Monitor KPIs, SLA adherence, pending bookings, costs, volumes, and margins to identify improvement opportunities. Collaborate with cross-functional teams to optimize costs, drive revenue, and maximize profitability. Develop lean standard procedures to enhance efficiency and ensure compliance.
• Reporting Structures and Key Relationships: Report to the General Manager; work with the Hotel Procurement Manager; interact with local departments, European Destination Offices, and Worldwide Sales teams.
• Key Activities: Maintain knowledge of the hotel market; plan and schedule reservations; ensure adherence to procedures through audits; facilitate clear communication with leadership and teams; manage workload, onboard new staff, monitor KPIs, handle escalations, and ensure compliance with payment and cancellation policies; identify opportunities to improve operations and margins; promote accountability and proactive problem-solving; support cross-functional initiatives to enhance customer experience.

Required Skills

• Extensive experience in hotel reservation management.
• Strong network of hotel contacts and established relationships across the hospitality sector.
• Proven leadership skills with experience developing high-performing teams.
• Excellent analytical skills to monitor costs, volumes, and performance metrics.
• Experience in process improvement, lean operations, and operational excellence initiatives.
• Effective communication and stakeholder management across multiple departments and regions.
• Ability to plan, prioritize, and execute operational activities.
• Strategic mindset focused on efficiency, profitability, and customer satisfaction.
• Fluent in English and Italian; additional languages are a plus.

What We Offer

• Opportunity to work in an international environment.
• Diverse & Inclusive culture.
• Learning and training opportunities for growth.
• Dedicated Employee Engagement Activities.
• Flexible & Hybrid Working.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other
• Industries: Travel Arrangements