Reservations Manager

Rosewood Hotel Group; Town of Greece (NY); On-site; USD 52,000 - 75,000; Full time

Job summary

Rosewood Blue Palace will open in Crete, Greece in April 2027 and we are now seeking talented individuals to help bring the re-imagining of this stunning property to life. The Reservations Manager will be based full time in our Athens offices.

As Reservations Manager you will lead the Reservations team, delivering exceptional pre-arrival experiences while maximizing revenue opportunities and ensuring operational excellence across distribution channels and departments in Rosewood's relationships

Qualifications

• Minimum 5 years of luxury hospitality experience with at least 2 years in a Reservations leadership role.
• Advanced proficiency in Opera Cloud PMS and SynXis CRS.
• Strong understanding of Revenue Management principles.
• Excellent knowledge of hotel distribution and electronic booking channels.
• Fluency in English; additional languages are advantageous.

Responsibilities

• Lead, coach and develop the Reservations team to deliver outstanding pre-arrival experiences.
• Collaborate with Revenue Management, Sales, Front Office, and Guest Services to optimize revenue.
• Ensure accurate reservations, rate parity, and inventory across channels.
• Monitor KPIs, forecast trends, and provide regular performance reports.
• Maintain SOPs and uphold Rosewood standards in all guest interactions.
• Coordinate with IT and Distribution on system enhancements and testing.

Skills

Leadership

Revenue Management

Guest Relations

Team Development

Communication

Tools

Opera Cloud PMS

SynXis CRS

Job description

OUR PURPOSE AND CULTURE

At Rosewood Hotel Group, we are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every destination while setting new benchmarks for positive impact.

As a pioneering collective with a shared purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood, we answer The Calling. Together, we Make the Place.

Rosewood Blue Palace will open in Crete, Greece in April 2027 and we are now seeking talented individuals to help bring the re-imagining of this stunning property to life.

The Reservations Manager will be based full time in our offices in Athens.

THE ROLE

At Rosewood Blue Palace, we believe every guest relationship begins long before arrival. The Reservations Manager is responsible for leading the Reservations team in delivering exceptional pre-arrival experiences while maximizing revenue opportunities and ensuring operational excellence.

This role combines commercial acumen with genuine hospitality, fostering meaningful guest relationships through personalized service, accuracy, and attention to detail. Working closely with Revenue Management, Sales, Front Office, Guest Services, and other operational departments, the Reservations Manager ensures that every reservation reflects Rosewood’s commitment to Relationship Hospitality.

HOW YOU'LL MAKE THE PLACE

Leadership

• Lead, inspire and develop the Reservations team through coaching, mentoring and continuous performance management.
• Foster a collaborative, guest-centric culture that reflects Rosewood’s values.
• Ensure departmental objectives, service standards and productivity targets are consistently achieved.
• Conduct regular training sessions and support ongoing professional development.

Operational Excellence

• Oversee the daily operation of the Reservations Department, ensuring all reservations are processed accurately and efficiently.
• Ensure all guest requests and preferences are captured and communicated to the relevant departments.
• Maintain the highest standards of reservation quality and guest communication.
• Handle VIP, complex and escalated reservation requests with professionalism and discretion.
• Monitor reservation accuracy, response times and service quality.
• Partner closely with the Director of Revenue to support revenue optimization strategies.
• Monitor booking pace, market demand, pick-up, cancellations and forecasting trends.
• Identify opportunities to maximize room revenue through effective inventory management and upselling.
• Ensure rate parity and inventory integrity across all distribution channels.
• Support implementation of pricing strategies and promotional campaigns.
• Maintain expert knowledge of:
  • Opera Cloud Property Management System
  • SynXis Central Reservation System
• Ensure accurate inventory, restrictions and rate availability across all booking channels.
• Monitor system interfaces and coordinate with IT and Distribution partners when required.
• Support testing, implementation and continuous improvement of reservation systems and procedures.
• Work closely with Sales to manage group reservations, rooming lists and contracted business.
• Coordinate with Front Office and Guest Services on arrivals, VIP guests and special requests.
• Support Finance by ensuring reservation data accuracy and compliance with financial procedures.
• Collaborate with Marketing and Distribution teams regarding promotional offers and online channels.
• Produce daily, weekly and monthly performance reports.
• Monitor reservation conversion, call quality and productivity metrics.
• Analyse trends and recommend improvements to enhance commercial performance and guest satisfaction.
• Maintain departmental SOPs and ensure compliance with Rosewood standards.

COULD THIS BE YOU?

• Well-developed leadership competencies:
  • o Initiative- ability to decide and initiate action.
  • o Strategic thinking- ability to formulate strategies and methodically solve problems.
  • o Business acumen- entrepreneurial mindset and commercial thinker.
  • o People leadership- leads by example, promoting a clear sense of purpose to associates.
• Minimum 5 years of luxury hospitality experience with at least 2 years in a Reservations leadership role.
• Advanced proficiency in Opera Cloud PMS, SynXis CRS
• Strong understanding of Revenue Management principles.
• Excellent knowledge of hotel distribution and electronic booking channels, strong analytical, organizational and problem-solving skills, excellent communication and interpersonal abilities, fluency in English is essential; additional languages are considered an advantage.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued.

We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.

We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.