Reservations Manager

4 hours ago

Cape Town, South Africa Newmark Hotels Full time

**Job Advert Summary**:
The Rockefeller Hotel, is seeking a highly organized and experienced Reservations Manager to lead our dynamic Reservations Department. This role is integral to ensuring the smooth, accurate, and efficient handling of a high volume of bookings across multiple channels—including group, corporate, and OTA reservations—while maintaining exceptional standards of guest service and internal communication.

We are looking for a results-oriented leader with a deep understanding of hospitality systems, strong operational oversight, and a commitment to delivering service excellence.

**Minimum Requirements**:

- 3-5 years of experience in hotel reservations, with at least 2 years in a supervisory or management role.
- Proficiency in**OPERA PMS and familiarity with distribution platforms such as SynXis, SiteMinder, or similar.
- Proven experience managing high-volume OTA, group, and corporate bookings.
- Solid understanding of tour operator logistics, MICE group handling, and DMC relationships.
- Excellent communication, organizational, and multitasking skills.
- A guest-focused mindset with the ability to work collaboratively across departments.

**Duties and Responsibilities**:
**Reservations Operations**
- Oversee the daily operations of the reservations office, ensuring prompt, professional handling of all individual, group, and corporate booking requests.
- Ensure all reservations are accurately entered into **OPERA PMS**, with correct rate codes, billing details, and guest profiles.
- Maintain rate integrity and parity across all channels; coordinate closely with the Revenue and Distribution teams on availability and inventory management.
- Implement stop-sell and overbooking strategies in collaboration with senior management.

**Group Coordination & Internal Liaison**
- Manage the end-to-end process for group bookings, including the seamless handover to Front Office, Housekeeping, F&B, and Events teams.
- Serve as the primary liaison for tour operators, travel agents, and DMCs, ensuring all internal departments are fully briefed and aligned on group expectations.
- Lead pre-arrival briefings and manage operational coordination for high-profile bookings.

**Client & Guest Engagement**
- Personally oversee VIP and complex reservations, site inspections, and client meetings.
- Ensure all special requests are clearly communicated and executed in collaboration with relevant departments.
- Represent the hotel in all guest
- and client-facing interactions with professionalism and warmth.

**Channel Management & Distribution**
- Coordinate with the Newmark Distribution team to ensure accurate and timely loading of rates and availability across all OTA platforms.
- Manage content on extranets, verify reservation accuracy, and process cancellations or modifications as required.

**Reporting & Revenue Support**
- Produce and analyze daily, weekly, and monthly reservation reports, including pickup, pace, lead time, and cancellation trends.
- Provide insights to support forecasting and revenue management strategies.

**Team Leadership & Development**
- Lead, train, and mentor a high-performing reservations team focused on accuracy, service, and efficiency.
- Foster a collaborative, proactive work culture that aligns with hotel and brand standards.

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