Reservations Manager - Harwich, Massachusetts, , United States
2 days ago
Job description
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.
Key Responsibilities
Reservations Operations & Guest Service
- 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
Inventory & Revenue Management
- 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
Group Block & Event Support
- 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
System & Process Management
- 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
Team Leadership & Training
- 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
Qualifications & Experience
- 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
Why Wequassett
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.
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