Cluster Reservations Manager
Job Description
- Manage and follow up on budgeted revenues across all segments, focusing on national and international individual bookings
- Ensure all reservation inquiries are handled professionally and promptly to minimize loss of business and maximize booking conversions
- Track and report call conversion results on a daily, weekly, and monthly basis
- Set and amend selling strategies across all channels and segments in alignment with revenue management direction
- Maintain administration procedures including confirming reservations within 24 hours, validating no-show charges, and managing filing systems
- Run reports and assist the Director of Revenue Management in maintaining and updating Reservation, Property Management, and Revenue Management systems
- Develop and maintain department schedules to ensure appropriate coverage and minimize missed calls
- Handle and resolve guest issues positively to protect revenue and ensure guest satisfaction
- Conduct training for new and existing reservation agents to maintain and improve selling skills
- Monitor incentive programs to ensure integrity and compliance with requirements
- Conduct annual performance reviews and recommend succession plans to ensure department sustainability
Job Requirements
- Degree or Diploma in Hotel Management, Training and Development, or a related field
- Minimum 3 years of experience in a hotel or resort reservations role
- Luxury or ultra-luxury hotel/resort background preferred
- Pre-opening experience is required
- Familiarity with the local culture and regional market
- Proficiency in Opera PMS and Microsoft Office
- Strong understanding of ultra-luxury guest expectations and brand standards
- Experience in project coordination, scheduling, and document control
- Excellent leadership, training, and team management skills
- Strong organizational skills with the ability to manage multiple tasks and meet deadlines
- Creative, proactive, and self-driven with a strong sense of ownership and accountability
- Impeccable grooming and personal presentation aligned with luxury standards