Reservations Manager (Hotel Emma)
Silver Ventures, San Antonio, TX, United States
Hotel Emma is seeking an experienced, service‑driven Reservations Manager to lead the daily operations of the Reservations, PBX, and Group Rooms coordination functions in a luxury, independent hotel environment. This role is responsible for guiding the people, processes, and day‑to‑day decisions that shape each guest’s experience before arrival and throughout their stay.
The Reservations Manager serves as a hands‑on operational leader—supporting booking excellence, thoughtful room planning, and polished guest communications—while providing steady leadership during both routine operations and high‑impact arrival periods.
Key Responsibilities Reservations & Guest Experience Leadership
Lead the day‑to‑day reservations operation with a strong focus on accuracy, clarity, and hospitality
Support thoughtful room planning and guest placement to protect arrival quality and guest experience
Ensure reservation conversations reflect confidence, warmth, and a luxury service mindset
Operational Readiness & Execution
Maintain high standards for reservation accuracy, documentation, and follow‑through
Support daily room readiness by helping resolve availability challenges and last‑minute changes
Apply sound judgment to operational decisions that support guests and hotel teams during busy or changing conditions
Group Rooms & Arrival Coordination
Provide leadership oversight for group room coordination to support smooth arrivals and transitions
Partner with hotel teams to ensure group room details, rooming lists, and special requests are handled accurately and consistently
Help maintain organization, clarity, and readiness for group stays
Team Leadership & Development
Directly manage reservation team members supporting guest bookings and hotel communications
Provide training, coaching, and feedback to promote consistency, confidence, and accountability
Foster a calm, professional, and guest‑focused service culture
Collaboration & Communication
Work closely with hotel departments to support informed arrivals and responsive guest service
Serve as a reliable point of coordination for reservations‑related execution and planning
What Success Looks Like
Guests feel welcomed, informed, and confident before arrival
Reservations and room plans are accurate, complete, and operationally sound
Special situations are handled smoothly and with care
Team members feel supported, prepared, and engaged
The reservations operation runs steadily during both routine and high‑volume periods
Qualifications
3+ years experience in hotel reservations, rooms operations, or hospitality leadership (luxury environment preferred)
Strong judgment and comfort making operational decisions in a live hotel setting
Excellent communication and team‑coaching skills
High attention to detail and organization
A calm, polished, and approachable leadership presence
Schedule & Work Style Expectations
This role supports time‑sensitive guest interactions and arrival windows
Flexibility is required during peak demand periods, major arrivals, weekends, or holidays
Primarily office‑based with extended phone and computer use
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The Reservations Manager serves as a hands‑on operational leader—supporting booking excellence, thoughtful room planning, and polished guest communications—while providing steady leadership during both routine operations and high‑impact arrival periods.
Key Responsibilities Reservations & Guest Experience Leadership
Lead the day‑to‑day reservations operation with a strong focus on accuracy, clarity, and hospitality
Support thoughtful room planning and guest placement to protect arrival quality and guest experience
Ensure reservation conversations reflect confidence, warmth, and a luxury service mindset
Operational Readiness & Execution
Maintain high standards for reservation accuracy, documentation, and follow‑through
Support daily room readiness by helping resolve availability challenges and last‑minute changes
Apply sound judgment to operational decisions that support guests and hotel teams during busy or changing conditions
Group Rooms & Arrival Coordination
Provide leadership oversight for group room coordination to support smooth arrivals and transitions
Partner with hotel teams to ensure group room details, rooming lists, and special requests are handled accurately and consistently
Help maintain organization, clarity, and readiness for group stays
Team Leadership & Development
Directly manage reservation team members supporting guest bookings and hotel communications
Provide training, coaching, and feedback to promote consistency, confidence, and accountability
Foster a calm, professional, and guest‑focused service culture
Collaboration & Communication
Work closely with hotel departments to support informed arrivals and responsive guest service
Serve as a reliable point of coordination for reservations‑related execution and planning
What Success Looks Like
Guests feel welcomed, informed, and confident before arrival
Reservations and room plans are accurate, complete, and operationally sound
Special situations are handled smoothly and with care
Team members feel supported, prepared, and engaged
The reservations operation runs steadily during both routine and high‑volume periods
Qualifications
3+ years experience in hotel reservations, rooms operations, or hospitality leadership (luxury environment preferred)
Strong judgment and comfort making operational decisions in a live hotel setting
Excellent communication and team‑coaching skills
High attention to detail and organization
A calm, polished, and approachable leadership presence
Schedule & Work Style Expectations
This role supports time‑sensitive guest interactions and arrival windows
Flexibility is required during peak demand periods, major arrivals, weekends, or holidays
Primarily office‑based with extended phone and computer use
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