Reservation & Guest Relations Manager
Services
The Reservation & Guest Relations Manager is the heartbeat of guest-facing operations, ensuring every booking—from inquiry to departure—is handled with precision, warmth, and brand-aligned professionalism. This role demands a blend of operational acuity, emotional intelligence, and platform fluency across the company website and other OTAs including but not limited to Airbnb, Booking.com, Plum Guide and Vrbo.
The Services shall include, but are not limited to, the following:
1. Reservation Oversight
- Monitor and manage all incoming bookings across OTA platforms, ensuring calendar accuracy and rate integrity.
- Review guest profiles and booking details to preempt potential risks or mismatches.
- Flag and resolve double bookings, system errors, or policy violations swiftly.
- Work collaboratively with the Chief of Operations to ensure a smooth guest experience.
2. Inbox & Communication Management
- Respond to guest inquiries, pre-arrival questions, and special requests with tailored, brand-aligned messaging.
- Maintain a consistent tone of luxury hospitality—warm, clear, and anticipatory.