Reservations Manager

About the role

A well-established hospitality operator running a beachfront resort in Zanzibar is looking for a Reservations Manager to oversee the entire reservations function. The role drives occupancy and revenue while delivering a seamless booking experience, combining analytical thinking, sales acumen and team leadership.

Key responsibilities

• Develop and run plans to optimise room occupancy and revenue across all accommodation types and packages.
• Lead the daily operations of the reservations team, keeping workflows efficient, systems accurate and SOPs followed.
• Manage room inventory with yield and revenue management techniques to raise ADR and RevPAR.
• Monitor industry trends, competitor rates and market forecasts to guide pricing and availability.
• Grow direct bookings (website, email, phone) and identify B2B opportunities such as groups, travel agencies and corporate contracts.
• Work with sales and marketing on promotions and packages, and represent the hotel in client meetings.
• Analyse booking data to inform pricing, forecasting and sales, and produce daily, weekly and monthly reports on occupancy, revenue, channels and KPIs.
• Handle special requests and complaints professionally, and keep returning guests and travel partners engaged.
• Recruit, train and coach reservations staff, and collaborate with Front Office, Sales and Operations.
• Maintain the PMS (preferably Opera) and booking platforms, ensure accurate data entry and payments, and manage OTA listings.

Required profile

• Bachelor's degree in Hospitality Management, Business, Marketing or a related field.
• 3-7 years of progressive experience in hotel/resort reservations, preferably in high-traffic or event-driven settings.
• Proven sales results and strong data interpretation skills.
• Flexibility to work evenings, weekends and holidays as needed.

Required skills

• Advanced PMS (preferably Opera) and channel management tools.
• OTA platforms and Excel and other reporting tools.