Ella Resorts is a unique collection of luxury eco-chic resorts in the wider Mediterranean region, with a portfolio consisting of 5 seaside lifestyle resorts in Rhodes, Corfu and Crete. Each property assimilates and is designed to highlight the unique characteristics of its host location within a carefully selected setting rich in Greek history, culture, and stunning landscapes. In order to support our rapid growth we are seeking to hire an experienced and visionary Reservations Manager.

Our new Reservations Manager will be an ambassador of our Service Excellence Culture at our fully renovated resort in Crete, Rocrita Lifestyle Beach Resort, which is located in the charming area of Mochlos, Crete. Our hotel is a haven for travelers seeking a refined and inspirational stay with their loved ones, and will be opening its doors for the season 2025.

The Reservations Manager will be responsible for supervising and developing the Reservations Team, and providing high quality services and memorable experiences to our guests. This is a great opportunity for someone who aspires to develop her/himself and become part of an innovative and vibrant team of hospitality professionals who aim high!

The Reservations Manager is responsible for managing and optimizing room reservations, revenue, and guest satisfaction. This role involves overseeing reservations staff, implementing pricing strategies, and coordinating with various hotel departments to ensure seamless guest experiences.

Main Responsibilities & Accountabilities 

Reservations Management 

• Oversee reservation systems, room assignments, and manage room availability and pricing 
• Manage and train the reservations team, ensuring they provide high levels of customer service, handle guest inquiries effectively, and process reservations efficiently. 
• Manage relationships with online travel agencies (OTAs), global distribution systems (GDS), and other distribution channels 
• Ensure prompt and effective communication with guests regarding reservations, confirmations, and cancellations 
• Handle reservation-related issues and last-minute changes effectively, minimizing guest disruptions 
• Take reservations by phone, email, or in person and record them accurately 
• Verify room availability and provide room options to guests 
• Liaise with front office, housekeeping, and other departments to ensure smooth coordination of guest arrivals, special arrangements, and room allocation. 

Guest Relations 

• Handle guest complaints related to reservations, cancellations, or modifications, and ensure a smooth guest experience from the booking stage to check-in. 
• Ensure guest satisfaction by addressing any special requests, resolving booking issues, and managing overbooking situations 

Technology and Systems 

• Ensure that the hotel’s reservation systems (PMS) are functioning properly, updating room rates, availability, and maintaining up-to-date booking records. 
• Maintain control over room inventory, avoiding overbooking or underbooking situations 

Pricing and Revenue Management 

• Implement pricing strategies to maximize revenue, considering market conditions, demand, and competitor rates 
• Encourage team members to upsell rooms and services, and promote special packages or amenities to enhance guest experience and increase hotel revenue 

Compliance 

• Adhere to hotel policies, pricing strategies, and legal requirements related to booking, cancellations, and guest data privacy. 

• A bachelor's degree in hospitality management, business administration, or a related field 
• Substantial prior experience in the hospitality industry, particularly in reservations management roles 
• Proficiency in working with reservation systems, property management systems (PMS), and distribution channels is crucial. Previous experience using industry-standard reservation software is highly desirable 
• The ability to analyze market conditions, demand trends, competitor rates, and historical data to make informed pricing and inventory decisions 
• Effective verbal and written communication skills to interact with guests, reservations staff, and external partners like OTAs and GDS 
• Familiarity with reservation and property management systems, as well as a general comfort with technology to ensure the efficient operation of these systems 
• The ability to address reservation-related issues, last-minute changes, and unexpected disruptions effectively to minimize guest inconvenience 
• The capacity to adapt pricing strategies based on market conditions, competitor rates, and demand fluctuations, following Group’s guidelines and procedures 
• An understanding of revenue management principles, pricing strategies, and market dynamics to maximize room revenue 
• The ability to work well under pressure, especially during high-demand periods or when addressing last-minute changes 

• Competitive remuneration package & benefits
• Career advancement in a fast growing organization
• Continuous learning & development within a transparent & inclusive working environment
• Collaborative working environment
• Accommodation & meals

Ella Resorts are dedicated in providing exceptional guest experiences across its brand and our amazing Team members are at the heart of it.

Join us today to build our future together.

All applications will be acknowledged and treated as strictly confidential.