Cluster Reservations Manager

Job description

Responsible for materializing budgeted revenues across all segments, focusing on national and international hotel accounts for individual bookings. Ensures all reservation inquiries are handled professionally and promptly to prevent loss of business. Conducts training for existing and new agents to improve reservation selling skills. Handles guest issues positively to protect revenue and achieve guest satisfaction. Develops department schedule to provide appropriate coverage, minimize lost calls, and maximize conversion to bookings. Tracks calls using standard conversion sheets and reports daily, weekly, and monthly. Sets and adjusts selling strategies across channels and segments as directed. Generates reports per hotel and company standards and assists the Revenue Management Director in system changes. Maintains administration procedures per company and hotel standards, including confirming reservations within 24 hours, validating no‑show charges, and filing. Conducts annual reviews, recommends succession plans, suggests improvements, and identifies barriers. Monitors incentive program results and ensures program integrity

Requirements

• Creativity, stress management, self‑development, listening and oral skills
• ability to handle multiple tasks
• ability to delegate and organize workflow
• ability to consistently meet deadlines
• leadership skills
• managing, training and instructing skills
• degree or diploma in Training and Development or Hotel Management
• working knowledge of Opera and Microsoft Office
• minimum 3 years experience in a hotel or resort
• luxury hotel or resort background preferred
• understanding of local culture and experience working in the region
• understanding of ultra‑luxury guest expectations and brand alignment
• experience in project coordination, scheduling, and document control during pre‑opening stages
• proactive, anticipatory approach with strong ownership and accountability
• impeccable grooming and personal presentation aligned with luxury standards

Skills