Reservations Manager

Job description

We are looking for a proactive, detail oriented, and guest focused Reservations Manager to lead our Reservations Department at Grand Palace Hotel.

Based in Lusaka, Zambia, this role is crucial in optimizing hotel revenue through efficient reservation practices, maintaining high room occupancy, and delivering a seamless guest booking experience.

You will also play a central role in group reservation management and system administration, making sure our hotel remains competitive and operationally sound.

Position Overview 

As Reservations Manager, you will:

Achieve occupancy and revenue targets
Analyze booking trends and report on performance metrics
Collaborate with Sales & Marketing to develop promotions that drive leisure and group business
Uphold our brand’s high standards of guest service from initial inquiry through post-stay follow-up

Key Responsibilities

Liaise with Central Reservations to communicate new rate plans, promotions, and packages.
Maintain and update the in-house reservation system and PMS with accurate rate codes, packages, and tracking codes.
Monitor and manage all room categories to identify yield management and revenue-maximizing opportunities.
Supervise Group Reservations Coordinators and ensure contractual compliance, planner satisfaction, and optimal inventory use.
Handle all aspects of group reservations, including pre-arrival planning, rooming lists, and block management.
Ensure efficient handling of high-occupancy periods and prevent guest relocations (“walks”) while protecting hotel profitability.
Receive and process contracts for group allotments, and create/manage those allotments in the PMS.
Train front desk staff in taking reservations, handling guest inquiries, and maintaining professional phone and email etiquette.
Manage and monitor reservations to optimize room occupancy and ADR through suggestive selling and revenue management systems.
Ensure all reservation requests are processed accurately and on time, with attention to hotel standards.
Maintain clear and organized records of room availability, amendments, daily pickup reports, cancellations, no-shows, etc.
Process all reservation changes, no-shows, retentions, and cancellations in line with hotel policy.
Verify proper application of billing instructions, payment methods, and routing as per credit policies.
Assist in the preparation and execution of the group pre-arrival process.

Requirements

Minimum of 3–5 years of experience in a hotel reservations or front office environment, with at least 1 year in a supervisory or managerial role.
Strong experience using a Property Management System (PMS), such as Opera, Protel, or similar.
Excellent analytical skills and attention to detail.
Strong interpersonal and communication skills.
Proven ability to manage high-pressure situations and multiple priorities.
Self-motivated with a passion for service and operational excellence.
Experience with group and event bookings is a strong advantage.

Benefits & Remuneration

Competitive salary
Free lunch at the Hotel during your shift
Gratuity payments

How to Apply
Please send your CV to grandpalacehotelcareers@gmail.com by 8th May 2025. In your subject line, include “Reservations Manager – Lusaka” to ensure your application is reviewed promptly.

We look forward to welcoming a dynamic Reservations Manager to our team and elevating the guest experience at Grand Palace Hotel.