OTH Hotels Resorts
The Georgian Terrace, 659 Peachtree Street NE, Atlanta, Georgia, United States of America •
The Whitehall, 1700 Smith Street, Houston, Texas, United States of America •
The DeSoto, 15 East Liberty Street, Savannah, Georgia, United States of America
Job Description Posted Thursday, October 23, 2025 at 4:00 AM
Job Summary We are seeking an experienced and service-driven
Reservations Manager
to lead the reservations function across our collection of iconic hotels: The Whitehall Houston, The Georgian Terrace, and The DeSoto. This role offers the unique opportunity to be based at one of our three properties while collaborating closely with on‑site and regional teams to ensure excellence in guest experience, accuracy in booking processes, and optimal room revenue performance. The ideal candidate brings a passion for hospitality, a keen eye for detail, and the ability to balance both strategic and hands‑on responsibilities in a dynamic, guest‑focused environment.
Location: This position may be based at one of the following locations:
The Whitehall Houston – Houston, Texas
The Georgian Terrace – Atlanta, Georgia
The DeSoto – Savannah, Georgia
Final work location will be determined based on the selected candidate’s preference and business needs.
Key Responsibilities Reservations Operations
Oversee daily operations of the on‑site reservations team, ensuring prompt professional handling of all reservation inquiries.
Supervise and monitor performance of the third‑party central reservations center (CRC) to ensure compliance with service standards, rate integrity, and brand consistency.
Ensure all reservations are processed accurately and efficiently, including group, transient, and corporate bookings.
Manage reservation workflows, policies, and procedures to optimize efficiency and accuracy.
Revenue & Inventory Management
Collaborate with the Revenue Management team to implement rate and inventory strategies across all channels.
Ensure correct room types, rates, and restrictions are loaded in the PMS, CRS, and OTA extranets.
Monitor daily pick‑up reports, no‑shows, cancellations, and overbooking levels to minimize revenue leakage.
Participate in revenue and strategy meetings, providing data and insights from the reservation’s operation.
Third‑Party Oversight
Serve as the primary liaison with the central reservations center (CRC) or outsourced call center partner.
Monitor service levels, call quality, conversion rates, and adherence to established performance metrics.
Provide training, updates, and communication to ensure the CRC reflects current promotions, policies, and brand voice.
Regularly review performance reports from third‑party providers and take corrective action when needed.
Guest Experience & Service
Ensure a seamless reservations experience for guests across all channels.
Handle VIP, repeat, and special request reservations with attention to detail and service excellence.
Resolve escalated reservation‑related guest issues promptly and professionally.
Maintain effective communication with Front Office, Sales, and Revenue teams to ensure smooth operations and guest satisfaction.
Recruit, train, and mentor reservations agents to deliver outstanding customer service and operational accuracy.
Conduct regular performance reviews and establish team goals aligned with revenue and service objectives.
Provide ongoing training on systems, upselling, guest service, and company policies.
Foster a positive, collaborative work environment within the reservations office and with external partners.
Systems & Reporting
Maintain proficiency in all reservation and distribution systems (PMS, CRS, RMS, GDS, OTA extranets, etc.).
Ensure data integrity and system accuracy across all booking platforms.
Generate daily, weekly, and monthly reports on reservation activity, conversion rates, and revenue performance.
Work closely with IT and system vendors to resolve technical issues quickly.
Qualifications
Bachelor’s degree in hospitality management, Business, or related field (or equivalent experience).
2+ years of hotel reservations experience, with at least 2 years in a manager role.
Strong knowledge of reservation and distribution systems (e.g., brand.com, Opera, SynXis, OnQ, IDeaS, GDS, and OTA extranets).
Experience managing third‑party or outsourced reservations partners preferred.
Excellent communication, organizational, and analytical skills.
Strong leadership and team development capabilities.
Detail‑oriented with the ability to work under pressure and manage multiple priorities.
Performance Metrics
Accuracy and timeliness of reservations entry and reporting.
Conversion rate for direct and call center bookings.
Guest satisfaction scores related to reservation experiences.
Compliance with rate and inventory management standards.
Performance of third‑party reservations center relative to KPIs (call response time, conversion, quality).
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The Whitehall, 1700 Smith Street, Houston, Texas, United States of America •
The DeSoto, 15 East Liberty Street, Savannah, Georgia, United States of America
Job Description Posted Thursday, October 23, 2025 at 4:00 AM
Job Summary We are seeking an experienced and service-driven
Reservations Manager
to lead the reservations function across our collection of iconic hotels: The Whitehall Houston, The Georgian Terrace, and The DeSoto. This role offers the unique opportunity to be based at one of our three properties while collaborating closely with on‑site and regional teams to ensure excellence in guest experience, accuracy in booking processes, and optimal room revenue performance. The ideal candidate brings a passion for hospitality, a keen eye for detail, and the ability to balance both strategic and hands‑on responsibilities in a dynamic, guest‑focused environment.
Location: This position may be based at one of the following locations:
The Whitehall Houston – Houston, Texas
The Georgian Terrace – Atlanta, Georgia
The DeSoto – Savannah, Georgia
Final work location will be determined based on the selected candidate’s preference and business needs.
Key Responsibilities Reservations Operations
Oversee daily operations of the on‑site reservations team, ensuring prompt professional handling of all reservation inquiries.
Supervise and monitor performance of the third‑party central reservations center (CRC) to ensure compliance with service standards, rate integrity, and brand consistency.
Ensure all reservations are processed accurately and efficiently, including group, transient, and corporate bookings.
Manage reservation workflows, policies, and procedures to optimize efficiency and accuracy.
Revenue & Inventory Management
Collaborate with the Revenue Management team to implement rate and inventory strategies across all channels.
Ensure correct room types, rates, and restrictions are loaded in the PMS, CRS, and OTA extranets.
Monitor daily pick‑up reports, no‑shows, cancellations, and overbooking levels to minimize revenue leakage.
Participate in revenue and strategy meetings, providing data and insights from the reservation’s operation.
Third‑Party Oversight
Serve as the primary liaison with the central reservations center (CRC) or outsourced call center partner.
Monitor service levels, call quality, conversion rates, and adherence to established performance metrics.
Provide training, updates, and communication to ensure the CRC reflects current promotions, policies, and brand voice.
Regularly review performance reports from third‑party providers and take corrective action when needed.
Guest Experience & Service
Ensure a seamless reservations experience for guests across all channels.
Handle VIP, repeat, and special request reservations with attention to detail and service excellence.
Resolve escalated reservation‑related guest issues promptly and professionally.
Maintain effective communication with Front Office, Sales, and Revenue teams to ensure smooth operations and guest satisfaction.
Recruit, train, and mentor reservations agents to deliver outstanding customer service and operational accuracy.
Conduct regular performance reviews and establish team goals aligned with revenue and service objectives.
Provide ongoing training on systems, upselling, guest service, and company policies.
Foster a positive, collaborative work environment within the reservations office and with external partners.
Systems & Reporting
Maintain proficiency in all reservation and distribution systems (PMS, CRS, RMS, GDS, OTA extranets, etc.).
Ensure data integrity and system accuracy across all booking platforms.
Generate daily, weekly, and monthly reports on reservation activity, conversion rates, and revenue performance.
Work closely with IT and system vendors to resolve technical issues quickly.
Qualifications
Bachelor’s degree in hospitality management, Business, or related field (or equivalent experience).
2+ years of hotel reservations experience, with at least 2 years in a manager role.
Strong knowledge of reservation and distribution systems (e.g., brand.com, Opera, SynXis, OnQ, IDeaS, GDS, and OTA extranets).
Experience managing third‑party or outsourced reservations partners preferred.
Excellent communication, organizational, and analytical skills.
Strong leadership and team development capabilities.
Detail‑oriented with the ability to work under pressure and manage multiple priorities.
Performance Metrics
Accuracy and timeliness of reservations entry and reporting.
Conversion rate for direct and call center bookings.
Guest satisfaction scores related to reservation experiences.
Compliance with rate and inventory management standards.
Performance of third‑party reservations center relative to KPIs (call response time, conversion, quality).
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