Reservation Manager

About the role

Based at Mandarin Oriental in Hangzhou, the Reservation Manager leads the Reservations team within the Sales & Marketing Division. Reporting to the Director of Revenue Management, the role ensures accurate and timely handling of all room reservation enquiries, optimizes inventory, and supports the hotel’s revenue and service objectives.

Key responsibilities

• Respond promptly and professionally to all reservation enquiries via phone, email and other channels.
• Oversee daily reservation operations, ensuring bookings are entered into the PMS within 24 hours.
• Monitor room inventory, occupancy, rate structures and distribution channels to maximize revenue.
• Coach, develop and evaluate the Reservations team to maintain service excellence.
• Prepare and analyse daily, weekly and monthly reservation reports and forecasts.
• Communicate special guest requests, VIP arrangements and group requirements to relevant departments.
• Coordinate closely with Revenue Management, Sales, Front Office and other operational areas.
• Implement incentive schemes, training programs and succession plans for the team.

Required profile

• Proven experience in hotel reservations or revenue management environments.
• Strong leadership and coaching abilities.
• Excellent attention to detail and organizational skills.
• Ability to work collaboratively across multiple hotel departments.

Required skills

• Proficiency with a Property Management System (PMS).

What we offer

• Opportunity to work with a luxury hotel brand.
• Dynamic environment focused on guest experience and revenue growth.