Reservations Manager (Napa)

Reservations Manager

Salary Range : $75-85k

Company Description :

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner / operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich peoples lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles :

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

Job Description

What You Will Accomplish

You will lead the Reservations Department, ensuring the seamless management of guest room inventory, rates, and booking processes. Youll oversee a team including the Reservations Supervisor, Reservations Coordinator, and Group Rooms Coordinators (GRCs), driving excellence in service delivery, data accuracy, and conversion performance. Your leadership will help optimize revenue, enhance guest satisfaction, and maintain alignment between the Sales, Revenue Management, and Front Office teams.

Key Responsibilities :

Lead, train, and motivate the Reservations team to ensure consistent service quality and accuracy.

Oversee daily operations including individual and group reservations, ensuring timely and precise input of bookings, modifications, and cancellations.

Collaborate with Revenue Management to ensure rate integrity, inventory control, and alignment with pricing strategies.

Review daily reports for pickup, forecast accuracy, and booking pace to identify trends and opportunities.

Maintain close coordination with the Sales department to ensure group blocks, rooming lists, and cutoff dates are managed effectively.

Ensure that all team members follow established reservation and revenue procedures, including handling of deposits, billing instructions, and special requests.

Analyze call conversion metrics and implement process improvements to maximize sales efficiency.

Monitor team performance, conduct regular coaching sessions, and manage schedules to support operational needs.

Partner with Marketing to support special offers, packages, and promotions through the reservations channel.

Oversee training programs to maintain high levels of product knowledge and service consistency.

Maintain data integrity in PMS and CRS systems, ensuring all bookings reflect current policies, rates, and availability.

What You Will Bring

Proven leadership in a reservations or front office management role, ideally within a luxury or upscale hotel environment.

Strong analytical mindset with experience in revenue systems, rate structures, and forecasting.

Excellent communication and interpersonal skills with a focus on coaching and team development.

Solid understanding of hotel operations and cross-departmental collaboration.

Commitment to guest satisfaction and service excellence.

High attention to detail, organization, and ability to multitask in a fast-paced setting.

Great If you have

Experience with property management systems (Infor HMS) and central reservation systems (SynXis).

Previous involvement in group management processes, including rooming list handling and attrition monitoring.

Familiarity with sales and revenue reporting tools.

Hospitality degree or equivalent combination of education and work experience.

Strong communication skills.

Special Skills & Abilities / Mental and Physical Demands :

Ability to work collaboratively across departments under time-sensitive deadlines.

Analytical and data-driven decision-making capabilities.

Exceptional accuracy and concentration when managing complex reservations data.

Capacity to lead and motivate diverse team members while maintaining composure under pressure.

Extended periods of computer use

Flexibility to work weekends or holidays as business demands require.

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and / or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

I hereby acknowledge that I have read and understand the content of this job description. I understand the Company at its discretion may revise the job description from time to time in the future. I understand and agree that nothing in this job description should be construed as a contract of employment, and that employment with this Company is at-will meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work.