Reservations Manager – Luxury Resort Pre‑Opening

About the role

The Dominican Republic based Reservations Manager is responsible for the overall leadership of the Reservations and Communications operation. The role manages daily performance, supports revenue management activities and applies occupancy and rate principles to help achieve budgeted goals while creating a seamless booking journey for rooms, dining and spa experiences.

Key responsibilities

• Recruit, train, coach and lead the Reservations and Communications team, establishing clear expectations and a culture of accountability.
• Develop and execute departmental policies, procedures, workflows and service standards for the pre‑opening and operational phases.
• Oversee reservation quality for rooms, dining and spa, including call observations, standards testing and targeted coaching.
• Monitor call volume, abandonment, conversion, response times, productivity and other performance indicators; take timely corrective action.
• Manage reservation systems, telephone and chat platforms, OTA channels, group bookings and related operational processes.
• Partner with the Director of Revenue Management on inventory controls, occupancy, rate strategy, upselling and revenue optimization.

Required profile

• Previous leadership experience in Reservations, Rooms Division, Revenue or a related luxury hospitality function.
• Strong operational knowledge of reservation processes, distribution channels, quality monitoring and contact‑center performance.
• Professional telephone presence and excellent written and verbal communication skills in English and Spanish.
• High discretion when handling confidential guest, employee and resort information.

Required skills

• Opera reservation system.
• ACD telephone platform or comparable.
• Chat systems and other hotel operating systems.