Reservations Manager

Job description

At the heart of local communities, Sheraton brings people together—both our guests and our associates. Discover a community-focused work environment where people care about each other and feel a sense of belonging. We invite you to join the Sheraton community as a Reservations Manager because together, we are better. Start your career at Sheraton, where you don't just work - you belong. 
Key Responsibilities
·  Lead and manage the daily Reservations operation in line with Marriott brand standards.
·  Ensure accurate and efficient handling of all room reservations across systems.
·  Maximise revenue through effective inventory management and rate optimisation.
·  Oversee system accuracy including PMS, MARSHA, OXI messages and audits.
·  Manage VIP and special bookings, ensuring appropriate communication to key departments.
·  Drive a guest‑focused culture through coaching and professional communication standards.
·  Monitor KPIs and prepare reports on call volume, conversion, trends and performance.
·  Support the Director of Revenue Management with FIT rates and revenue initiatives.
·  Assist the Director of Sales & Distribution with departmental projects and KPI improvement.
·  Lead recruitment, onboarding and training of Reservations team members.
·  Manage team rosters, attendance, meal breaks and payroll accuracy.
·  Conduct performance reviews and support ongoing team development.
·  Ensure compliance with WHS, hotel policies and Marriott standards at all times.
·  Handle escalated guest enquiries and provide effective solutions.
·  Coordinate group and FIT reservations as required.
·  Maintain accurate departmental records, reports and audits.
·  Identify opportunities to improve processes and operational efficiency.
·  Foster strong communication across all hotel departments.
·  Maintain a professional work environment, appearance and conduct.
·  Perform additional duties as directed to support hotel operations and business goals.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​  begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.