Reservation Manager  Mainland

Expected to open 2025, Hyatt Regency Lagos Ikeja is ideally located in the serene GRA and just moments away from Murtala Muhammed International Airport. Hyatt Regency Lagos Ikeja is a premier hotel in Lagos, Nigeria, offering the perfect blend of convenience and elegance where our guests feel comfortable, connected, and encouraged to be their best selves because they are welcome and relaxed in our care.

Hyatt Regency hotels and resorts are founded on openness - our colleagues consistently serve with open minds and open hearts to deliver unforgettable celebrations, effortless relaxation and notable culinary experiences alongside expert meetings and technology-enabled collaboration. We are  recruiting to fill the position below:

 Job Title: Reservation Manager

Req ID: LAG000071

Location: Mainland, Lagos

Job type: Full-time About the role

The Reservation Manager is responsible for leading the Reservations team to deliver exceptional guest experiences while maximizing room revenue and occupancy. This role ensures that all reservation activities are managed efficiently, in accordance with Hyatt brand standards, and supports the hotel's revenue optimization strategies through effective inventory and distribution management.

Oversee the daily operations of the Reservations Department. Ensure all reservations are processed accurately, promptly, and in line with Hyatt standards. Supervise reservation agents to ensure exceptional guest service. Manage room inventory, availability, and room allocation. Handle VIP, long-stay, and special reservations. Ensure reservation records are complete and maintained accurately. Resolve guest concerns related to reservations professionally and promptly.

Partner with the Revenue Manager to optimize occupancy, ADR, and RevPAR. Monitor daily pick-up reports, booking pace, and forecast trends. Ensure rate integrity across all distribution channels. Control overbooking levels in accordance with hotel policies. Maximize revenue opportunities through upselling and strategic inventory management.

Monitor reservations received through Hyatt channels, GDS, OTAs, and direct bookings. Ensure accurate rate loading and inventory availability across all systems. Maintain proficiency in Hyatt-approved Property Management Systems (e.g., OPERA PMS) and Central Reservation Systems (CRS). Coordinate with Sales, Front Office, and Revenue teams regarding group room blocks and rooming lists.

Recruit, train, coach, and develop Reservations colleagues. Conduct performance reviews and provide continuous feedback. Prepare departmental schedules and manage staffing levels. Foster a culture aligned with Hyatt's purpose of care and service excellence. Ensure compliance with Hyatt policies and brand standards.

Deliver courteous, personalized, and professional service. Respond promptly to reservation inquiries via phone, email, and online channels. Ensure special guest preferences are communicated effectively to operational departments. Support Hyatt's guest satisfaction and loyalty initiatives.

Prepare daily, weekly, and monthly reservations reports. Monitor cancellations, no-shows, booking patterns, and reservation accuracy. Maintain departmental SOPs and ensure compliance. Analyze reservation trends and recommend improvements.

Bachelor's Degree in Hospitality Management, Business Administration, or a related discipline. 3–5 years of hotel reservations or front office experience. At least 2 years in a supervisory or managerial position. Experience in an international or luxury hotel brand, preferably Hyatt or a similar global brand. Strong knowledge of hotel reservations, distribution, and revenue management principles.

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