Reservations Manager - The Langham, Boston

Key Responsibilities:

• Partner with Revenue Management to ensure accurate execution of pricing, inventory, and distribution strategies within the reservations function.
• Focus on maximizing conversion, call quality, and booking accuracy.
• Monitor booking trends, call patterns, and channel production to identify opportunities to improve efficiency and conversion.
• Maintain awareness of market conditions and competitor activity to support informed selling practices.
• Ensure all rates, packages, and promotions are correctly loaded and consistently reflected across all booking channels.
• Oversee daily Reservations Department operations, ensuring accuracy, efficiency, and adherence to brand standards. Includes answering calls and making reservations as needed.
• Monitor call quality, conversion rates, and team productivity, addressing gaps through coaching and process improvement.
• Ensure effective use and optimization of systems (Shiji, SynXis, OTA extranets, Onyx).
• Manage scheduling, payroll, and staffing levels in alignment with business needs.
• Oversee commission processing, ensuring accuracy and timeliness.
• Maintain strong communication with Central Reservations to ensure consistency and alignment.
• Lead and develop a high-performing reservations team through coaching, feedback, and accountability.
• Foster a culture focused on service excellence, ownership, and sales through service.
• Identify talent and support development through structured growth plans.
• Conduct training on systems, product knowledge, and guest interaction standards ensuring all guest interactions (phone and email) reflect luxury service standards.
• Continuously improve the booking experience to ensure ease, clarity, and satisfaction.
• Prepare and share performance reports focused on reservations metrics (conversion, call quality, productivity).
• Lead regular team meetings focused on performance, engagement, and continuous improvement.
• Collaborate with Front Office, Sales, Marketing, and Revenue teams to ensure alignment and seamless execution.

Qualifications:

• Undergraduate degree preferred.
• Minimum 2 years of supervisory/management experience in Reservations or Front Office in a luxury hotel.
• Proficient in Shiji, Synxis, third-party OTA extranets, Onyx, Word, Excel, Powerpoint.
• Operational leadership with strong attention to detail
• Service-driven mindset with sales awareness
• Strong analytical and problem-solving skills
• Effective communication and team leadership
• Ability to manage priorities in a fast-paced environment
• Strong organizational and time management skills
• Digital dexterity, e.g. using computer keyboard, computer/software applications
• Stand, sit, reach, grasp, lift/carry, walk, climb, kneel, squat, bend, push/pull.
• Legally authorized to work in the United States

Salary Range:

• $85,000 - $90,000 annually

For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/boston/