Reservations Manager

Business Unit | Z Hotels | Zolo

Own reservations across hotels. Convert demand into bookings. Build a central function that drives occupancy.

Why this role exists

Z Hotels needs a central reservations function that can manage booking demand across multiple properties, convert enquiries into confirmed stays, maintain reservation accuracy, and coordinate room availability across locations and booking channels.

The Central Reservations Manager will own this function end to end—ensuring every property is represented accurately, every booking opportunity receives timely attention, and the central team contributes directly to occupancy and revenue outcomes.

Your mandate is clear

Build and run a high-performing central reservations team that converts enquiries into bookings across Z Hotels properties. Own response times, follow-ups, booking conversion, reservation accuracy, channel coordination, and performance reporting while ensuring each property's operations team receives timely and accurate booking information.

About Zolo and Z Hotels

Finding dependable accommodation has historically been fragmented and inconsistent.

People settled for compromises because the system offered few trustworthy options.

Zolo reimagined living and hospitality as a connected journey.

Zolo Coliving simplifies urban living.

Z Hotels serves the modern traveler with consistency, warmth, and operational discipline.

Today, over 100,000 people trust Zolo across different phases of life.

Our ambition is to build the most trusted living and hospitality ecosystem for the new generation by partnering deeply with property owners who think long term.

What you will be responsible for

- Central Reservation Operations: Own the reservation pipeline across multiple Z Hotels properties, managing incoming enquiries, availability requests, bookings, confirmations, cancellations, modifications, extensions, and special requests.
- Enquiry Conversion: Drive timely responses and structured follow-ups to convert enquiries into confirmed bookings. Identify where potential bookings are being lost and implement corrective actions.
- Multi-Property Inventory Coordination: Work with individual hotel teams to maintain accurate information on room availability, rates, room types, restrictions, and property-specific booking conditions.
- Channel and Booking Management: Oversee reservations from direct enquiries, online travel agencies, corporate accounts, and other active channels. Ensure booking information is accurately captured and discrepancies are resolved quickly.
- Team Leadership and Productivity:



Manage the central reservations team, allocate workloads, set performance expectations, coach team members, and ensure consistent service and conversion standards across shifts or channels.
- Reservation Quality and Accuracy: Establish checks to minimise incorrect dates, guest details, room categories, rates, duplicate bookings, missed updates, and other errors that can affect guest experience or hotel operations.
- Guest Communication and Escalations: Maintain clear standards for enquiry handling, booking confirmations, payment or guarantee requirements, cancellations, modifications, and resolution of reservation-related complaints.
- Coordination with Property Teams: Establish reliable handover processes so hotel teams receive accurate arrival lists, booking updates, guest preferences, group requirements, and special requests in time to prepare for arrivals.
- Performance Monitoring: Track and review enquiry volumes, response times, conversion rates, follow-up completion, cancellations, booking errors, channel contribution, and team productivity. Translate performance gaps into specific actions.
- Process and System Improvement: Build standard operating procedures, escalation matrices, reporting dashboards, and workflows that allow the central function to support more properties without compromising booking quality or response speed.
- Cross-Functional Collaboration: Work with Sales, Revenue, Marketing, Finance, and hotel operations to resolve booking bottlenecks, improve conversion, maintain rate and inventory consistency, and support occupancy objectives.

What success looks like after 6–12 months
- A central reservations function operates consistently across all assigned Z Hotels properties, with clear ownership and standard workflows.
- Enquiries receive timely responses and disciplined follow-ups, improving conversion into confirmed bookings.
- Reservation conversion, response times, and team productivity are visible through reliable performance reporting.
- Availability and rates are communicated accurately across properties and relevant booking channels.
- Booking errors, avoidable reservation disputes, and missed follow-ups reduce.
- Property teams receive timely,



accurate information about upcoming arrivals, changes, and special requirements.
- The team identifies booking losses and channel-level issues and takes measurable corrective action.
- Reservation processes scale as more properties are added, without a corresponding deterioration in service or accuracy.

Who this role is for

You are a hospitality reservations professional who can manage a central team and think across a portfolio of properties. You combine commercial urgency with operational discipline: you want to convert demand, but you also understand that an inaccurate booking or a missed handover can damage the guest experience.

You are comfortable using data to manage performance, coaching people against measurable standards, resolving cross-property coordination issues, and building processes that work consistently without requiring constant intervention.

Experience we value

- Experience in central reservations, multi-property hotel reservations, hotel booking operations, or a comparable hospitality environment.
- Strong understanding of hotel inventory, room types, rate plans, booking channels, cancellations, modifications, and reservation workflows.
- Experience managing reservation executives or a booking operations team against service, conversion, and accuracy metrics.
- Familiarity with hotel PMS, CRS, channel managers, OTA extranets, and reservation reporting tools.
- Ability to analyse booking funnels, identify lost-conversion opportunities, and improve team performance using data.
- Experience coordinating with hotel operations, revenue teams, sales teams, and other stakeholders across multiple properties.
- Strong communication, escalation management, process design, and execution skills.

Candidates from OTA or travel booking operations may be considered if they have meaningful hotel inventory and reservation exposure, along with demonstrable team leadership and accountability for booking outcomes.

The impact you will have

You will turn central reservations into a measurable business function for Z Hotels—improving booking conversion, supporting occupancy, reducing reservation leakage and errors, and enabling multiple properties to operate through one reliable reservation process.

Why join now

As Z Hotels expands across properties, the central reservations function can become a key driver of commercial performance and guest experience. This role offers the prospect to build that function, develop a high-performing team, and establish the systems and standards needed to scale.

📌 Reservations Manager (Bengaluru)
🏢 Zolo
📍 Bengaluru