Reservations Manager

Position Overview

The Reservations Manager is responsible for managing all aspects of the reservations process, including individual bookings, group blocks, inventory management, and systems oversight. This role requires a strong understanding of revenue management principles, exceptional communication skills, and a commitment to accuracy and guest satisfaction. The ideal candidate has leadership experience, deep familiarity with Opera (PMS), and the ability to cultivate a seamless and personalized reservations experience that supports the resort’s operational and revenue goals.

• Oversee the day‑to‑day operations of the Reservations department, ensuring timely, accurate, and professional handling of all guest inquiries and bookings.
• Maintain Forbes Five‑Star standards in every interaction, providing personalized, anticipatory service.
• Ensure all reservations team members follow established protocols, upsell appropriately, and communicate guest preferences clearly to operational departments.

• Partner closely with the Director of Revenue Management to monitor room availability, rate strategies, and booking pace.
• Manage inventory across all channels, ensuring accuracy and alignment with revenue objectives.
• Assist in forecasting, revenue analysis, and performance reporting as needed.

• Oversee group room blocks, including setup, monitoring, pickup analysis, and collaboration with the Sales team.
• Ensure group contracts, cutoff dates, and rooming lists are managed with precision and strong communication.

• Maintain deep working knowledge of Opera and related systems to ensure accurate data entry, configuration, and reporting.
• Work collaboratively with IT and third‑party partners to resolve system issues or enhance performance.
• Ensure proper documentation, SOPs, and workflows are in place and followed consistently.

• Lead, mentor, and support the Reservations team, focusing on accuracy, professionalism, and growth.
• Conduct regular training to ensure team members are knowledgeable about room types, packages, promotions, and resort programming.
• Provide clear performance expectations, feedback, and ongoing development opportunities.

• Bachelor’s degree in Hospitality Management or related field preferred.
• 3–5 years of reservations or front office experience, ideally in a luxury or Forbes‑rated property.
• Prior Opera PMS experience required.
• Strong understanding of revenue management, distribution channels, and hotel inventory strategies.
• Exceptional organizational skills, attention to detail, and ability to manage multiple priorities.
• Strong written and verbal communication skills.
• Ability to lead with poise, professionalism, and a guest‑first mindset.
• Proficiency in Microsoft Office and familiarity with CRM, call center software, and digital booking tools.
• Ability to work flexible hours including weekends or holidays during peak periods.

Salary Range: $75,000 – $85,000 based on experience and qualifications.

As Cape Cod’s premier luxury resort, Wequassett delivers timeless hospitality, breathtaking surroundings, and exceptional guest experiences. The Reservations Manager plays a pivotal role in shaping a guest’s first impression, supporting key revenue strategies, and ensuring seamless coordination across departments. This is an opportunity to lead a high‑performing team, refine operational excellence, and contribute to the continued success of a Forbes Five‑Star destination.