Reservations Manager

BENCHMARK; Northern (KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Reservations Manager to oversee the reservations function for a hotel, ensuring friendly, efficient guest service and accurate rate quotes. The role supports Revenue Management, Rooms Merchandising, and Sales, with leadership responsibilities for PBX staff and related departments.

The ideal candidate will have strong communication skills, experience in hospitality, and the ability to manage data, budgets, and staff in a fast-paced environment.

Qualifications

• Clear communication and interpersonal skills essential.
• Ability to interpret financial data and pricing strategies.
• Proven leadership of a team in a hotel/guest services setting.
• Strong organizational and time-management abilities.

Responsibilities

• Oversee hotel switchboard and reservations operations.
• Lead a team of PBX staff and coordinate with Sales and Revenue Management.
• Ensure accurate rate quotes and optimize occupancy and ADR.
• Participate in Rooms Merchandising and Revenue Management meetings.
• Coach and develop Reservations/PBX staff and manage schedules.
• Collaborate with hotel management to improve sales metrics.

Skills

Verbal communication

Written communication

Leadership

Decision making

Financial literacy

Crisis management

Guest service

Education

High School diploma or equivalent

Bachelor’s degree or college coursework

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you’ll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

What you will have an opportunity to do:

Job Summary The Reservations Manager is responsible for providing oversight of the Reservations function for a hotel of which may include oversight of the hotel switchboards and staff responsible for timely communications. This individual helps to ensure reservations are handled in a friendly and efficient manner and quotes of available rates are made to maximize room revenue and average rate according to Aimbridge Hospitality standards. He/she is also responsible for participating in the monthly Rooms Merchandising meeting and weekly Revenue Management calls. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates, overtime does apply and is calculated accordingly. Exempt managers must customarily and regularly direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time and job duties must also involve the use of discretion and independent judgement more than 50 percent of the time.

Education & Experience

• High School diploma or equivalent is required; bachelor's degree or college coursework is preferred.
• Experience in a hotel or a related field required.
• Supervisory experience in a hotel or a related field is also required.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must maintain composure and objectivity while under pressure.
• Comprehensive knowledge of the field's concepts and principles.
• Performs complex tasks typically following established processes.
• Leads and directs the work of other associates.
• Primarily focused on administering established policies and procedures but may have some impact on departmental budgeting, strategic planning, and procedural change.

Job Duties & Functions

• Approach all encounters with guests and employees in a friendly, service oriented manner.
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Answer all incoming calls promptly, in a friendly, efficient and courteous manner, as outlined in SOP.
• Be able to answer guest inquiries about hotel services, facilities and hours of operation.
• Provides leadership over hotel switchboards for interior/exterior calls in addition to radio communications for on-site departments such as Loss Prevention, Engineering, Housekeeping, etc.
• Communicate and work closely with the Sales Department concerning group & leisure bookings and Revenue Management to ensure all systems are effectively managed to maximize occupancy & ADR in support of the sell strategy.
• Continually update Central Reservations/call center on rates and availability, maintain availability calendar and communicate all relevant information to the operations staff.
• Maintain accurate files and reports including effective management of department expenses, including payroll.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Attend Rooms Merchandising/Revenue Management meetings and give input on trends and opportunities to maximize revenue.
• Demonstrates technical knowledge to open, close and place restrictions in various booking engines and with OTA partners, as applicable.
• Ensures the development and implementation of reservation sales strategies that generates revenue and profitability.
• Establishes sales requirements and tracks performance against expectations.
• Provides coaching, counseling and development of Reservations/PBX team in addition to managing schedules.
• Support the development of sales packages that meet guest needs and hotel profitability.
• Coordinates with hotel management to improve sales metrics.

What are we looking for? Compensation:

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you’ll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.