Job Description
Full job description
Location: Phoenix, AZ (Onsite)
Compensation: $100,000–$115,000 Base + Substantial Bonus
Schedule: Full-Time
About the Opportunity
We are conducting a highly confidential search for an experienced Area Director of Reservations to oversee a centralized reservations function across a portfolio of seven hotels based in Phoenix, AZ. This is a senior leadership role within a well-established, owner-operated hospitality group known for its high-touch service philosophy, thoughtfully curated properties, and strong operational culture.
This position offers the opportunity to shape reservations strategy, elevate guest experience from the first point of contact, and directly influence portfolio-wide revenue performance through conversion optimization, upselling, and operational excellence.
Job Summary
The Area Director of Reservations is responsible for leading and optimizing the reservations department across seven hotels in Arizona and California. This role oversees two Reservations Managers and a centralized team of approximately 10–15 reservation agents, ensuring best-in-class service, strong call conversion, accurate forecasting, and seamless operational execution.
The role partners closely with Revenue Management, Sales, and Property Operations to maximize occupancy, ADR, and overall profitability while maintaining brand standards and service consistency across the portfolio.
Key ResponsibilitiesLeadership & Team Management
Lead, mentor, and develop two Reservations Managers and a team of 10–15 reservation agents
Foster a high-performance, service-driven culture focused on accountability and guest experience
Conduct ongoing training on systems, upselling techniques, service standards, and brand guidelines
Oversee scheduling, staffing levels, and payroll alignment with business demand
Handle escalated guest concerns with professionalism and a solutions-oriented approach
Revenue & Performance Optimization
Drive revenue across seven hotels through improved call conversion, upselling, and cross-selling strategies
Partner with Revenue Management to ensure rate accuracy, inventory controls, and promotional alignment
Monitor reservations KPIs including conversion rates, booking pace, and revenue contribution
Support forecasting initiatives through accurate data analysis and reporting
Operational Excellence
Oversee daily reservations operations across all portfolio properties
Ensure accuracy of reservations, room blocks, group allocations, and billing details
Maintain system integrity across PMS, CRS, and channel management platforms
Establish and refine SOPs to improve efficiency, consistency, and service delivery
Ensure brand standards and service excellence are upheld at every guest touchpoint
What Success Looks Like
Measurable improvement in call conversion and upsell revenue across the portfolio
Accurate forecasting and inventory management aligned with demand patterns
Consistent service excellence and elevated guest satisfaction scores
Strong cross-functional alignment driving occupancy, ADR, and total revenue performance
Qualifications
5+ years of progressive leadership experience in Reservations, Revenue, or Rooms Operations within hospitality
Proven experience overseeing multi-property or centralized reservations teams
Strong understanding of hotel PMS, CRS, and reservations platforms
Demonstrated ability to drive revenue through conversion optimization and upselling strategies
Excellent organizational, analytical, and communication skills
Experience partnering with Revenue Management, Sales, and Operations teams
Detail-oriented with the ability to manage multiple priorities in a fast-paced environment
Hospitality portfolio, resort, or multi-property experience strongly preferred
Why Join This Organization
Established, owner-operated hospitality group with a strong service culture
High visibility leadership role with direct impact on portfolio performance
Collaborative environment focused on long-term operational excellence and team development
Competitive compensation package with a strong bonus structure
This is an exceptional opportunity for a strategic, revenue-driven reservations leader who thrives in a multi-property environment and is passionate about elevating both guest experience and operational performance.
Pay: $100,000.00 - $115,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Free parking
Health insurance
Paid jury duty
Paid time off
Vision insurance
Work Location: In person
Location: Phoenix, AZ (Onsite)
Compensation: $100,000–$115,000 Base + Substantial Bonus
Schedule: Full-Time
About the Opportunity
We are conducting a highly confidential search for an experienced Area Director of Reservations to oversee a centralized reservations function across a portfolio of seven hotels based in Phoenix, AZ. This is a senior leadership role within a well-established, owner-operated hospitality group known for its high-touch service philosophy, thoughtfully curated properties, and strong operational culture.
This position offers the opportunity to shape reservations strategy, elevate guest experience from the first point of contact, and directly influence portfolio-wide revenue performance through conversion optimization, upselling, and operational excellence.
Job Summary
The Area Director of Reservations is responsible for leading and optimizing the reservations department across seven hotels in Arizona and California. This role oversees two Reservations Managers and a centralized team of approximately 10–15 reservation agents, ensuring best-in-class service, strong call conversion, accurate forecasting, and seamless operational execution.
The role partners closely with Revenue Management, Sales, and Property Operations to maximize occupancy, ADR, and overall profitability while maintaining brand standards and service consistency across the portfolio.
Key ResponsibilitiesLeadership & Team Management
Lead, mentor, and develop two Reservations Managers and a team of 10–15 reservation agents
Foster a high-performance, service-driven culture focused on accountability and guest experience
Conduct ongoing training on systems, upselling techniques, service standards, and brand guidelines
Oversee scheduling, staffing levels, and payroll alignment with business demand
Handle escalated guest concerns with professionalism and a solutions-oriented approach
Revenue & Performance Optimization
Drive revenue across seven hotels through improved call conversion, upselling, and cross-selling strategies
Partner with Revenue Management to ensure rate accuracy, inventory controls, and promotional alignment
Monitor reservations KPIs including conversion rates, booking pace, and revenue contribution
Support forecasting initiatives through accurate data analysis and reporting
Operational Excellence
Oversee daily reservations operations across all portfolio properties
Ensure accuracy of reservations, room blocks, group allocations, and billing details
Maintain system integrity across PMS, CRS, and channel management platforms
Establish and refine SOPs to improve efficiency, consistency, and service delivery
Ensure brand standards and service excellence are upheld at every guest touchpoint
What Success Looks Like
Measurable improvement in call conversion and upsell revenue across the portfolio
Accurate forecasting and inventory management aligned with demand patterns
Consistent service excellence and elevated guest satisfaction scores
Strong cross-functional alignment driving occupancy, ADR, and total revenue performance
Qualifications
5+ years of progressive leadership experience in Reservations, Revenue, or Rooms Operations within hospitality
Proven experience overseeing multi-property or centralized reservations teams
Strong understanding of hotel PMS, CRS, and reservations platforms
Demonstrated ability to drive revenue through conversion optimization and upselling strategies
Excellent organizational, analytical, and communication skills
Experience partnering with Revenue Management, Sales, and Operations teams
Detail-oriented with the ability to manage multiple priorities in a fast-paced environment
Hospitality portfolio, resort, or multi-property experience strongly preferred
Why Join This Organization
Established, owner-operated hospitality group with a strong service culture
High visibility leadership role with direct impact on portfolio performance
Collaborative environment focused on long-term operational excellence and team development
Competitive compensation package with a strong bonus structure
This is an exceptional opportunity for a strategic, revenue-driven reservations leader who thrives in a multi-property environment and is passionate about elevating both guest experience and operational performance.
Pay: $100,000.00 - $115,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Employee discount
Free parking
Health insurance
Paid jury duty
Paid time off
Vision insurance
Work Location: In person
💡 Quick Summary
Seeking a career-building opportunity? The Area Director of Reservations position is now open for candidates interested in the Hotel Jobs sector. This role in Phoenix offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Hotel Jobs is a plus.