Area Reservations Manager
Job Description
About Us
Washington Duke Inn & Golf Club, JB Duke Hotel, and The Lodge at Duke Medical Center offer a unique blend of luxury hospitality, exceptional service, and memorable guest experiences in the heart of Durham, North Carolina. Located on and around Duke University’s campus, our properties are known for warm hospitality, attention to detail, and a commitment to creating welcoming experiences for every guest.
Position Summary
The Area Reservations Manager is responsible for leading and optimizing reservations operations across the Washington Duke Inn & Golf Club, JB Duke Hotel, and The Lodge at Duke Medical Center. This role oversees daily booking activity, supports revenue optimization strategies, and ensures an exceptional guest experience through effective leadership, collaboration, and operational excellence.
The ideal candidate is a hospitality-focused leader with strong communication skills, attention to detail, and the ability to remain composed and solutions-oriented in a fast-paced environment. This position plays a key role in maximizing occupancy, supporting revenue growth, and maintaining the high service standards synonymous with our luxury hospitality experience.
Responsibilities
- Lead, train, coach, and support the Reservations team and Group Rooms Coordinator to deliver exceptional guest service and maximize revenue opportunities.
- Ensure all reservation inquiries are handled promptly, professionally, and courteously in alignment with brand and Four Diamond service standards.
- Conduct ongoing performance coaching, training, and real-time feedback to foster accountability, professional growth, and continuous improvement within the department.
- Monitor service quality, reservation accuracy, and operational performance through audits, reporting, and quality assurance measures; implement corrective action and additional training as needed.
- Collaborate closely with Revenue Management, Sales, Front Office, and Operations teams to effectively manage availability, group blocks, rates, inventory, and booking restrictions across all distribution channels.
- Maintain comprehensive knowledge of hotel services, amenities, room types, packages, and operational hours to confidently assist guests and enhance the overall guest experience.
- Analyze trends, reservation activity, and market demand to identify opportunities for improved efficiency, guest satisfaction, and revenue performance.
- Ensure compliance with all hotel policies, safety standards, security procedures, and fire/life safety protocols.
- Support the organization’s sustainability initiatives by actively participating in hotel recycling and environmental programs.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.
- Perform additional duties and responsibilities as assigned by the Area Director of Marketing and Executive Leadership Team.
Benefits
We offer a comprehensive benefits package designed to support the health, well-being, and professional growth of our team members, including:
- Medical, Dental, and Vision Insurance
- Short-Term and Long-Term Disability Coverage
- Critical Illness and Accident Coverage
- Employer-Paid Life Insurance
- Generous Paid Time Off (PTO)
- Eight (8) Paid Holidays
- 401(k) Retirement Plan with Employer Match (eligibility after six months)
- Complimentary Employee Meals
- Free On-Site Parking
- Employee Assistance Program (EAP)
- Family & Friends Hotel Discounts
- Opportunity to grow your career within a collaborative, fast-paced, and rewarding luxury hospitality environment.
- Minimum of 2 years of progressive experience in reservations, revenue management, front office operations, or a related hospitality leadership role, preferably within a multi-property environment.
- Demonstrated leadership skills with the ability to motivate, coach, and develop a high-performing team in a fast-paced hospitality setting.
- Strong working knowledge of Property Management Systems (PMS), Central Reservations Systems (CRS), and revenue management platforms. Experience with hotel analytics and reporting tools preferred.
- Exceptional guest service, communication, and interpersonal skills, with the ability to remain composed, professional, and solutions-oriented in a fast-paced hospitality environment while maintaining strong attention to detail and accuracy.
- Ability to analyze trends, identify revenue opportunities, and support operational excellence across multiple properties.
- Proven ability to collaborate effectively with Front Office, Sales, Revenue Management, and Operations teams to drive overall guest satisfaction and business results.
- Proficient in Microsoft Office Suite, particularly Excel, Outlook, and Word.
- Ability to prioritize multiple tasks and adapt effectively in a dynamic hospitality environment.