Group Room Reservations Manager

Position Overview

The Manager of Group Reservations is responsible for leading the seamless operations of group reservations, focused on booking group reservations and ensuring all guest interactions result in a world‑class, luxury hotel experience. This involves working closely with sales, marketing, and revenue management teams to identify potential group clients and develop strategies for providing the best experience while they are involved with our property.

• Responsible for liaising with potential group clients to understand their needs.
• Develop procedures to partner with hotel staff to ensure that group guests receive exceptional service during their stay.
• Manage the Group Reservations team that inputs and manages room blocks, maximizing room availability for group bookings.
• Oversee the technology that assists group clients to seamlessly book reservations, services and amenities while on property.
• Maintain accurate and up‑to‑date records of group bookings and related information.
• Provide regular reports to management on group booking activity, revenue, and occupancy levels.
• Conduct market research and analysis to identify opportunities for increasing group business.
• Develop and implement sales strategies to attract new group business.
• Attend industry events and network with potential clients to promote the hotel’s group booking services.
• Collaborate with other departments within the hotel, such as catering and events, to ensure seamless coordination of group bookings.
• Assist with the training and development of direct reports and group reservations members, providing clear feedback and expectations as it relates to their duties.
• Foster and promote a cooperative, inclusive working environment, maximizing productivity and member morale.
• Special projects as assigned.
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary.

• Bachelor’s Degree in business, hospitality, hotel, or related field and/or equivalent combination of education and experience.
• Minimum four (4) years of management experience within reservations, group sales, resort services, or call centre operations.
• Experience working in a large, luxury resort preferred.
• Proven team leader with a high level of energy and a track record of living and breathing the company’s core values.
• Polished communication skills, both verbal and written.
• Ability to provide a luxury guest experience with every interaction.
• Ability to multi‑task and prioritise in a fast‑paced environment while maintaining a high level of attention to detail.
• Demonstrates strong organisational skills and follow‑through.
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor—HMS, Cendyn/Pegasus, etc.) preferred.
• Possesses superior conflict resolution skills and customer de‑escalation techniques.
• Ability to handle sensitive information in a confidential manner.
• Passionate about creating exceptional guest and employee experiences.
• Ability to make resourceful decisions with an emphasis on guest service, compliance with regulations, and protection of company assets.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve departmental and company goals.
• Ability to interact appropriately and effectively with guests, management, other team members and outside contacts.
• Ability to communicate clearly and effectively utilizing English, both in spoken and written form.
• Maintain a professional, neat, and well‑groomed appearance and demeanour adhering to company standards.
• Strong leadership skills and the ability to organise effectively, delegate responsibility, solve problems quickly and communicate clearly.
• Ability to provide leadership and direction contributing to the success of the organisation through engaging, developing and mentoring individuals and teams.
• Work in a fast‑paced, busy and engaging environment, while maintaining excellent…