Hard Rock International

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The Reservations Services Manager is responsible for the day-to-day operations and administration of the Brand Reservations Services. The Reservations Services Manager fulfils the goals established by the Director of Revenue & Distriution Strategy to maximize revenues and service levels according to brand standards and expectation of the budget. The Reservations Services Manager will provide support, supervision, direction and leadership in the Reservations Services in accordance with brand standards, sales objectives, performance and quality assurance indicators provided. 



  • Evaluate current services and provide strategic planning
  • Enhance brand Reservations Services, including booking engine platfroms and call center services
  • Monitor actual sales and revenues to determine variances
  • Assess goal accomplishments and adjust strategies and forecasts accordingly.
  • Monitor Key Performance Indicators on all reservations channels continuously and ensure adherence to acceptable standards.
  • Establish practices and processes that enhance quality assurance program scores
  • Manage revenue stream and expenses to create the maximum return for the brand
  • Understand the brand competitive set and implement approaches to ensure the brand performs accordingly


  • Create & implement brand tools to foster standard compliance in the portfolio
  • Completes / coordinates and oversees onboarding of new properties to the Central Reservations Platform
  • Manages the day to day relationship with the CRS operations team to ensure optimal service levels
  • Creates and manages incentive programs for reservations agents that enhance the brand experience
  • Manages and executes FAM trips to properties in the portfolio as needed.
  • Assist in the creation and maintenance of rate codes in the various systems and ensure all staff are knowledgeable and informed of changes and updates
  • Operate ethically to protect the Hard Rock brand. Utilize programs designed to help Save The Planet.
  • Create expectations, lead people, manage processes and hold people accountable for the agreed upon activities and timetables.
  • Monitor quality assurance program results and provide strategic direction or action plans when improvement is needed.
  • Support brand initiatives and program execution as needed.
  • Communicate with relevant leadership team regarding issues, risk and liability concerns, or other important business matters.
  • Maintain presence during peak traffic periods.


  • Gather first hand guest information and use it for improvements in products and services.
  • Act with guests in mind.
  • Monitor guest satisfaction scores and review guest feedback with management and vendors, ensuring appropriate corrective action is taken when necessary.
  • Monitor and assist in the resolution of guest complaints and implement change to prevent future issues.


  • Provide training and support for Reservations Agents in our portfolio and call centers
  • Support Reservations Managers throughout the portfolio
  • Create strong team morale and spirit.
  • Promote a positive work environment for all employees, while ensuring that all employment related processes and documentation are in compliance with local laws and regulations.
  • Ensure Team Members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, and billing and processing contracts
  • Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.



  • Learns and collects best practices from the industry and the portfolio to enhance the guest experience.
  • Uses the available reporting data to illustrate successes and opportunities for improvement
  • Compiles reporting data and shares with management and portfolio
  • Make good decisions based upon a mixture of analysis, wisdom, experiences and judgment.
  • Challenge business norms and accepted thinking to improve effectiveness and drive results.
  • Use technology effectively to communicate and manage throughout the business.


This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.



  • Must have minimum of 3 years experience in hospitality management, including at least 1 years in reservations services management.
  • Must have a degree in hosptality management, business management or similar from an accredited institution.
  • Deep undertanding of reservations services and property management systems
  • Must possess excellent leadership, strategic planning, communication, interpersonal and problem solving skills
  • Possess working knowledge and grasp of hotel distribution systems (GDS, internet, etc.)
  • Deep understanding of lifestyle hotels.
  • Must be a self starter with an entrepreneurial spirit.
  • Must meet minimum age requirements for the position.
  • Must be able to travel as necessary for the role.


  • Must possess strong communication and listening skills, excellent speaking, reading and writing.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Multiple language abilities preferred, fluency in English required.
  • Perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
  • Excellent Microsoft Office skills.
  • Must possess strong mathematical, statistical and analytical skills.
  • Must have a valid driver’s license.
  • Formulate and apply appropriate course of action for routine or familiar situations.
  • Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.