Hotel Guest Services Manager

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We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Hotel Georgia, a Rosewood Hotel, is looking for a Hotel Reservation Manager. The Reservation Manager is responsible for leading all reservation operations for a luxury hotel, ensuring seamless booking experiences and optimal revenue performance. This role champions exceptional service standards, manages reservation strategies across multiple distribution channels, and collaborates closely with Revenue Management, Sales, and Front Office teams to support the hotel’s commercial objectives.

Key Responsibilities:

• Lead, train, and motivate the reservations team to deliver refined, personalized guest service aligned with luxury brand standards.
• Oversee daily reservation operations, ensuring accuracy, efficiency, and attention to detail across all systems.
• Manage room inventory, rates, and availability across all channels including direct, OTA, GDS, wholesale, and corporate accounts.
• Handle In-house reservations via calls, emails for high-profile, long-stay, and group reservations with discretion and precision.
• Assist Group Sales team with group rooming list updates.
• Assist in Commission processing for the hotel including FITs and Groups.
• Work with CRO team to drive and maintain Forbes standard for the hotel as per brand guidelines.
• Monitor booking pace, pickup trends, and market demand in the Vancouver luxury hospitality market.
• Ensure rate parity, inventory control, and adherence to brand and ownership standards.
• Resolve complex booking challenges and guest concerns with professionalism and empathy.
• Maintain detailed reports on reservation performance, conversion, and call quality
• Collaborate with Sales and Events teams to support group blocks and special promotions
• Ensure compliance with all hotel policies, brand standards, and local regulations

Qualifications & Experience:

• Degree or diploma in Hospitality Management or related field preferred.
• Minimum 3–5 years of experience in hotel reservations or front office operations, preferably in a luxury or upscale hotel.
• Proven leadership experience managing reservation or front office teams.
• Strong knowledge of PMS and CRS systems (Opera, Opera Cloud, Synxis or similar).
• Solid understanding of revenue management principles and luxury distribution channels.
• Experience working with international and high-net-worth clientele.
• Excellent verbal and written communication skills in English; additional languages an asset.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Key Competencies:

• Luxury service mindset with strong attention to detail.
• Leadership, coaching, and team development.
• Analytical thinking and data-driven decision making.
• Strong organizational and multitasking skills.
• Professional discretion and emotional intelligence.

Why Join Us:

• Be part of a renowned luxury hotel in one of Canada’s most dynamic hospitality markets.
• Competitive salary and comprehensive benefits package.
• Opportunities for career growth within a luxury hotel environment.
• Work alongside a passionate, guest-focused leadership team.

The salary range for this position is $68,000 to $70,000. This is the pay range for this position that the Hotel reasonably expects to pay.