Reservations Manager

Job description – Reservations Manager

Join the prestigious Aman Group and become a vital part of our global corporate team. With a presence in the world’s most iconic cities—from Zug and London to Singapore and New York—our colleagues are the architects of innovation for an ultra-luxury brand. We are looking for a sophisticated Reservations Manager to lead our regional Inbound Sales team, ensuring that every guest interaction reflects the peak of excellence and strategic operational discipline.

Responsibilities

• Manage daily reservation activity across voice, email, and digital channels, ensuring timely, personalized, and brand-aligned responses to all inquiries

• Monitor team booking conversion performance, providing coaching and guidance on upselling, cross-selling, and itinerary alignment to maximize revenue

• Oversee the seamless handover and conversion of group leads from Outbound Sales, ensuring prompt follow-up and tailored proposals that drive bookings

• Serve as the point of escalation for complex bookings, operational challenges, and high value guest reservations, ensuring effective resolution aligned with service standards

• Ensure accurate and consistent use of Aman reservation systems (CRS, PMS, CRM), proactively addressing data integrity or system usage issues

• Implement and maintain regional SOPs, guest service protocols, and process documentation

• Provide structured feedback and coaching to team members to uphold luxury communication standards and service consistency

• Collaborate with Revenue Management to align reservation activity with pricing strategies, rate availability, and campaign priorities

• Coordinate with property operations, Outbound Sales, and Marketing to support multi property stays, special requests, group bookings, and promotional activations

• Analyze team performance data and guest inquiry trends, sharing insights with leadership to inform commercial planning and continuous improvement initiatives

Requirements

• 8–10 years of experience in reservations, inbound sales, or guest services, with 3–5 years in a supervisory or managerial role

• Strong understanding of reservation systems, booking workflows, and luxury hospitality service standards

• Proven ability to lead a team in a high-touch, multi-channel service environment

• Familiarity with CRM tools, reservation platforms, and performance reporting tools

• Effective communicator and team coach, with strong organizational and problem-solving skills

• Experience working in a regional or international team structure preferred

• Bachelor’s degree required; commercial or hospitality-related certification preferred

In this leadership role, you will bridge the gap between commercial strategy and flawless execution, specifically catering to high-value segments like the Aman Private Office and Residential owners. You will thrive by optimizing workflows and coaching a high-performing team to turn inquiries into unforgettable guest journeys. Aman offers a culture where your career journey is prioritized, providing a supportive and inclusive environment within a rapidly expanding global luxury network.