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Area Reservations Manager

Job Details

WDI - Durham, NC
Full Time

Description

The Area Reservations Manager is responsible for leading the reservations team and optimizing top-line revenue across our family of three distinctive hotels: the Washington Duke Inn & Golf Club, JB Duke Hotel, and The Lodge at Duke Medical Center. This role oversees the Reservations Agents and the Group Rooms Coordinator, ensuring a consistent standard of excellence that reflects our Triple-A Four Diamond service level.

This leader collaborates closely with the Area Director of Revenue Management to manage room inventory, booking channels, rate and package builds, and the property management system (PMS). The Area Reservations Manager also partners with the Area Director of Sales and the Group Rooms Coordinator to ensure seamless group block management and inventory control.

Key Responsibilities:

  • Supervise, train, and support the Reservations team and Group Rooms Coordinator to deliver exceptional guest service and maximize revenue.
  • Ensure all reservation calls are answered promptly and courteously, in alignment with brand and service standards.
  • Conduct performance coaching and real-time feedback for Reservations Agents, fostering a culture of accountability and continuous improvement.
  • Monitor service quality through reports and audits; take corrective action and provide ongoing training as needed.
  • Collaborate with the Revenue and Sales teams to manage availability, group blocks, rates, and restrictions across booking channels.
  • Maintain knowledge of all hotel services, amenities, and operational hours to assist guests accurately and confidently.
  • Ensure full compliance with safety, security, and fire procedures as outlined by management and hotel policies.
  • Support sustainability efforts by actively participating in hotel recycling programs.
  • Perform other duties and responsibilities as assigned by the Area Director of Marketing or Executive Leadership.

Qualifications:

  • 2+ years of experience in reservations, revenue, or front office management, preferably in a multi-property environment.
  • Proven leadership experience with the ability to inspire and manage a high-performing team.
  • Strong knowledge of property management systems (PMS), central reservations systems (CRS), and revenue management systems.
  • Excellent communication, organizational, and guest service skills.
  • Familiarity with luxury or Four Diamond hospitality standards preferred.


This position requires flexibility, including the ability to adjust shifts and schedules as business needs dictate.

The hotel operates 24/7, 365 days a year; availability on weekends and holidays may be required.

Disclaimer:
This job description is intended to provide a general overview of the responsibilities and expectations of the role. It is not intended to be a complete or all-inclusive list of duties. Management reserves the right to modify, add, or remove responsibilities as needed to meet business demands.

Equal Opportunity Employer:
We are proud to be an Equal Opportunity Employer and are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

Qualifications

Job Requirements & Qualifications

Core Competencies:
To be successful in this role, candidates must be able to:

  • Analyze and interpret established policies and procedures.
  • Make sound business decisions based on production reports, historical data, and professional judgment.
  • Interact with guests, employees, and the general public with professionalism, tact, and courtesy.
  • Effectively plan, prioritize, and manage multiple tasks in a fast-paced environment.
  • Adapt to frequent changes in activity and handle interruptions calmly and efficiently.
  • Communicate effectively in a professional and friendly manner, both verbally and in writing.
  • Speak clearly and effectively on the telephone.
  • Accept full responsibility for managing assigned areas and activities.
  • Must possess basic math proficiency, including the ability to apply fractions, percentages, ratios, and proportions as needed.
  • Requires coordination skills to determine the time, place, and sequence of operations based on data analysis. Includes executing plans and reporting results.
  • Involves interpreting or guiding work procedures, maintaining positive working relationships, and fostering efficiency and teamwork.
  • Read and understand periodicals, journals, operational manuals, and other written materials.

Physical Demands:

  • Must be able to lift up to 10 pounds occasionally, with frequent bending, lifting, and/or carrying of items weighing up to 5 pounds.
  • This position requires regular walking and/or standing for extended periods.

Qualifications:

  • High school diploma or equivalent required.
  • A minimum of 2-3 years of supervisory experience in hotel reservations or a related role required.
  • On-the-job experience, or prior roles that demonstrate progression toward leadership in hospitality or reservations management preferred.
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