Reservations Manager

Amasé is a premier luxury vacation rental company. We own and operate luxury homes in both an investment and rental capacity. Our property portfolio currently consists of 35+ homes within the United States, Hawaii, the Bahamas and Belize. We host our guests in our high-end properties across sought-after destinations. We deliver more than just stays — we craft exceptional journeys, rooted in design, personalization, and impeccable service.

The Reservations Manager oversees the front end of the Amasé guest lifecycle, managing reservation inquiries, booking coordination, and guest communication from initial inquiry through confirmed reservation.

This role ensures that prospective guests, travel advisors, and broker partners receive responsive, knowledgeable, and professional booking support. The position plays a central role in converting inquiries into confirmed stays while maintaining accuracy across reservation systems and ensuring a seamless transition to the guest experience team prior to arrival.

The Reservations Manager also supports the development of reservation workflows, booking analytics, and operational systems that enable the reservations function to scale as the Amasé portfolio grows.

• Manage inbound reservation inquiries across multiple booking channels including direct website inquiries, OTA platforms, travel advisors, brokers, phone, and messaging platforms.
• Respond to inquiries promptly and professionally while providing clear and accurate information about Amasé properties.
• Prepare booking proposals and quotations, coordinate reservation details, and guide prospective guests through the booking process.
• Convert qualified inquiries into confirmed reservations while maintaining high service standards.
• Maintain accurate reservation records and ensure consistency across all booking platforms.
• Serve as a primary contact for travel advisors, villa brokers, and referral partners seeking to book Amasé properties.
• Provide availability information, property guidance, and booking support to advisors and partners.
• Coordinate broker inquiries and proposals in collaboration with the Director of Commercial Strategy & Partnerships where appropriate.
• Support the development of repeat booking relationships with advisor and broker networks.

• Maintain accurate reservation data across all systems including Track PMS, Hub Spot CRM, and OTA platforms.
• Ensure reservation details, guest profiles, and booking information are properly documented and synchronized across systems.
• Support the development and maintenance of reservation workflows, templates, and operational documentation.
• Assist with the development of automation workflows that improve reservation efficiency and response times.

• Work closely with the Guest Experience Manager to ensure guest reservation details are properly prepared prior to arrival.
• Confirm booking details, payment schedules, and guest information.
• Share relevant guest preferences and reservation information with the Guest Experience Manager to support a smooth transition into the guest experience phase.
• Ensure that all booking related information required for arrival preparation is complete and accurate.

• Track and report key reservations performance metrics including inquiry response times, booking conversion rates, lead sources, and booking channels.
• Maintain visibility into reservation pipeline activity and support reporting that informs commercial and marketing strategy.
• Contribute to the development of reservation performance dashboards and operational reporting tools.

• 3–7+ years of experience in hospitality, luxury travel, reservations management, or guest services.
• Strong written and verbal communication skills with the ability to represent the Amasé brand professionally with guests and partners.
• Highly organized with strong attention to detail and the ability to manage multiple inquiries and reservations simultaneously.
• Comfortable working across multiple digital platforms including reservation systems, CRM platforms, and messaging tools.
• Experience with hospitality systems such as Track PMS, Hub Spot, or similar platforms preferred.
• Strong operational discipline and follow through in managing reservation workflows and guest communication.

• This role operates within a hospitality environment where guest inquiries and reservations occur throughout the week, including evenings and weekends.
• The position follows a consistent weekly schedule designed to ensure strong coverage during peak booking periods. Schedules may include staggered hours or weekend coverage in coordination with the guest experience team to ensure responsive guest communication.
• Occasional monitoring of guest or broker communication outside standard business hours may be required for urgent situations.