Deputy Manager, Reservations and Guest Relations

Role Overview

This role sits at the centre of how the institution uses its physical spaces for events, conferences, and meetings. Day to day, the person in this position manages the entire reservation lifecycle—from intake through execution—ensuring that every booking translates into a polished, well-supported experience for guests and internal stakeholders. Getting this right directly impacts the organisation’s reputation as a premium venue and drives repeat business from corporate and institutional clients.

Key Responsibilities

• Set and maintain reservation policies, service standards, and guest-experience protocols that align with the institution’s brand and operational capacity.
• Supervise the reservations team, audit booking accuracy, and handle escalated guest issues to ensure consistent satisfaction.
• Work with Hospitality Services, IT, Security, and other departments to allocate resources (rooms, catering, AV) efficiently for each event.
• Develop competitive pricing models and rate cards for conferences and events, in collaboration with the Hospitality Services Manager and other stakeholders.
• Lead the logistical and administrative coordination of conferences, seminars, corporate meetings, and institutional events—from booking to post-event debrief.
• Produce detailed function sheets well in advance so supporting teams have ample lead time to prepare.
• Identify new business opportunities in the events and conferencing market, and promote the venue as a world-class, one-stop destination.
• Manage the section’s budget, track occupancy and revenue data, and maintain accurate records for reporting and forecasting.

Requirements & Qualifications

• Bachelor’s degree in Hospitality, Communication, Marketing, Public Relations, or a closely related field.
• At least five years of professional experience in a similar reservations or events-management role.
• Demonstrable, hands-on experience coordinating complex events and conferences from start to finish.
• Ability to analyse facility-utilisation trends and use data to inform strategic planning and pricing decisions.
• Strong supervisory and team-coordination skills, with a track record of handling high-volume bookings and resolving guest complaints.
• Familiarity with digital reservation systems and a willingness to drive process automation and efficiency improvements.
• Excellent communication skills for liaising across departments and with external vendors, associations, and travel-industry partners.