Cluster Reservations Manager

Overview

What You Will Create

• Reservations Operations & Service Excellence Lead end-to-end reservations operations across the cluster, ensuring seamless handling of all booking channels
• Deliver a consistently high-quality, responsive, and personalised booking experience for all guests and partners
• Ensure adherence to service standards, response times, and luxury brand expectations across all reservation touchpoints
• Act as escalation point for complex booking scenarios, ensuring swift and effective resolution
• Inventory, Availability & Rate Integrity Maintain accurate control of room inventory, availability, and allocation across all properties and systems
• Ensure strict adherence to rate parity and pricing integrity across all distribution channels
• Support Revenue Management in implementing pricing strategies, restrictions, and promotional activities
• Monitor and resolve discrepancies across PMS, CRS, and third-party systems
• Commercial Support & Revenue Contribution Support revenue optimisation by ensuring reservations activity aligns with pricing and yield strategies
• Monitor booking pace, conversion trends, and channel performance to identify opportunities and risks
• Collaborate with Revenue and Sales teams to maximise occupancy and optimise channel mix
• Provide insights on booking behaviour, demand patterns, and guest preferences
• Distribution & Channel Coordination Manage day-to-day execution of reservations across direct, OTA, consortia, wholesale, and B2B channels
• Ensure accurate mapping, loading, and maintenance of rates, offers, and inventory across all platforms
• Liaise with external partners and booking channels to ensure alignment and performance compliance
• Support direct booking strategy through efficient handling of enquiries and conversion optimisation
• Cross-Functional Collaboration Work closely with Revenue Management, Sales, Front Office, and Marketing to ensure aligned commercial execution
• Support pre-arrival communication strategy and guest journey optimisation initiatives
• Collaborate with Finance to ensure accurate reconciliation, reporting, and audit compliance
• Act as a key operational link ensuring smooth flow of information across all guest-facing departments
• Team Leadership & Capability Building Lead, develop, and mentor the reservations team across multiple properties
• Foster a culture of accuracy, responsiveness, accountability, and service excellence
• Implement training and development initiatives to strengthen product knowledge and commercial understanding
• Drive continuous improvement in systems, processes, and guest handling standards