Head of Reservations

About the Role We are seeking an experienced and strategic Head of Reservations to lead our centralized reservations function and manage the entire reservations department. This role will oversee all aspects of reservation operations, with a strong focus on service excellence, operational efficiency, and revenue performance. The ideal candidate will bring substantial experience specifically in reservations and/or business development within hospitality, travel, or call center environments, and will excel at balancing people leadership, system optimization, and commercial strategy to drive conversion, upselling, and overall revenue growth. Key Responsibilities Lead, mentor, and develop a high-performing reservations team of 100 agents, supervisors, and leads. Oversee hiring, training, performance management, and organizational structure for the department. Define and track KPIs for conversion, service quality, response times, and booking accuracy. Optimize reservation workflows, staffin...