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