Director of Reservations

Duties & Responsibilities

• Oversee day-to-day reservations operations across BHC properties and concepts
• Lead, mentor, and support the reservations team to ensure exceptional guest service and operational efficiency
• Establish and maintain service standards, response time expectations, and booking protocols
• Manage staffing schedules, workflows, and coverage during peak periods
• Serve as escalation point for VIP guests, service recovery, and complex reservation matters
• Partner with property leadership and revenue management teams to maximize occupancy, covers, and overall revenue performance
• Monitor booking pace, availability, cancellations, and guest demand trends
• Optimize inventory controls, room/category allocation, and reservation strategies
• Identify opportunities to improve conversion, upselling, and guest retention
• Evaluate and improve reservations processes, workflows, and SOPs
• Ensure accuracy and integrity of reservations data and reporting
• Analyze booking trends, call metrics, conversion rates, and operational KPIs
• Support implementation and optimization of reservation platforms, CRM tools, and guest communication systems
• Develop scalable reporting dashboards and operational visibility for leadership
• Cross-functional Collaboration
• Work closely with Operations, Guest Experience, Marketing, Revenue Management, and Property Leadership teams
• Ensure alignment between reservations strategy and operational execution
• Support launch planning, special events, promotions, and seasonal initiatives
• Help establish consistent communication standards across all guest touchpoints

Required Skills & Experience

• 5+ years of hospitality reservations leadership experience, preferably within luxury hotels, resorts, restaurants, clubs, or lifestyle hospitality brands
• Strong understanding of reservations systems, guest experience operations, and revenue-driving strategies
• Experience managing high-volume booking environments and multi-unit operations preferred
• Strong leadership, communication, and organizational skills
• Highly analytical with strong reporting and operational problem-solving abilities
• Ability to work in a fast-paced, evolving hospitality environment