Reservations Manager

Philadelphia, PA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

flexible schedule

Job Description

Accor is a global leader in the hospitality industry, renowned for its commitment to diversity, innovation, and unparalleled guest experiences. They provide a dynamic work environment where employees are encouraged to bring their individuality to work and grow both personally and professionally. With a strong emphasis on continuous learning and career development, Accor ensures that every employee’s journey is filled with opportunities to explore limitless possibilities within the company. Their motto, "Do what you love, care for the world, dare to challenge the status quo," reflects their forward-thinking culture that supports creativity and passion in a collaborative and inclusive workplace.

Located in the prestigious Rittenhouse Square, the AAA rated 4-diamond Sofitel Philadelphia offers an exquisite luxury hotel experience with 306 beautifully appointed guestrooms. Guests enjoy high-end amenities such as Lanvin toiletries, dream bedding, and a sophisticated French-inspired culinary experience featuring fresh ingredients from their rooftop garden. The hotel's Liberté Lounge provides a signature setting for socializing with handcrafted cocktails. The team at Sofitel Philadelphia exemplifies Joie de Vivre, delivering exceptional service to provide every guest with a memorable and magnificent stay.

As a Reservations Manager at Sofitel Philadelphia, you will play a pivotal role in ensuring the smooth operation of the Reservations department. This position involves planning, directing, and coordinating all reservations-related activities while working closely with key departments including Operations, Front Office, Revenue Management, and Sales. Your main responsibility will be to maximize revenue across all distribution channels through efficient room management, accurate booking oversight, and exceptional customer service.

The Reservations Manager leads a dedicated team, providing support and coaching to ensure high performance and a focus on guest satisfaction. You will manage high-volume reservations with accuracy, monitor third-party channels and global distribution systems (GDS) to optimize occupancy and revenue, and nurture productive relationships with travel agents and corporate clients. You also ensure the hotel’s loyalty program is effectively maintained to enhance guest retention and satisfaction.

This role requires a hands-on leader who thrives in a fast-paced, competitive market and is motivated to sell every available room while fostering team loyalty and guest obsession. With strong organizational skills and the ability to handle tight deadlines, you will contribute significantly to the hotel’s success by delivering superior results and creating meaningful connections with both guests and team members.

Joining Sofitel Philadelphia as Reservations Manager means becoming part of a prestigious brand committed to excellence and a workplace culture that encourages innovation and personal growth. The position offers the opportunity to broaden your expertise in hospitality management within the luxury hotel sector while working alongside a supportive and highly trained team dedicated to creating memorable experiences for every guest.

Job Requirements

minimum of 2 years experience in a similar reservations or front office role in a hotel with 200+ rooms
proven experience in leading and developing a team
strong organizational and time management skills
ability to handle high-volume reservations with accuracy
excellent communication and interpersonal skills
experience with reservations and hotel management software preferred
ability to work independently and under pressure
strong sales and customer service orientation
flexibility to work varied shifts including holidays
self-motivated and target driven
willingness to work in a fast-paced environment
open-minded and curious mindset

Job Qualifications

previous minimum of 2 years' experience in similar role in a 200+ room hotel with a background in front office or reservations in a dynamic hotel environment
demonstrated ability to lead coach and develop the team
a willingness to be hands on within the operation and drive a culture of guest obsession and loyalty with the team
the ability to create meaningful connections creating a high level of trust with the team
excellent time management and organizational skills giving you the ability to handle tight deadlines
you’ll be able to work independently and have the ability to run a busy reservations system
have a passion to sell every last room in a competitive market
previous experience with the following programs highly desirable though not essential: opera cloud birchdstreet resaweb hotellink dataweb trustyou hotsos and acdc
you’ll be confident solution focused team player
the flexibility to work a variety shifts including public holidays as required
self-motivated and target driven
you are flexible and have a desire to work in a dynamic fast-paced team
being curious & open-minded

Job Duties

providing exceptional customer service listening to guests in order to understand their needs and offering tailored options
overseeing the day to day management of the reservations team and assisting the reservations team with day to day tasks including overflow of calls and stepping in to assist the team as required
monitoring third party websites and gds to maximize revpar
ensure the property reaches maximum occupancy and returns through efficient room allocations accurate monitoring and inspection of bookings in the reservations system
assisting guests with bookings and proactively responding to guest feedback
working with and developing business relationships with travel agents corporate and leisure business
maintaining regular communication with the sales team ensuring that any leads are passed on