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Position Summary

The Reservations Manager will work closely with the Revenue Manager to establish and manage the hotel's pre-opening reservations operation. The role is responsible for reservations systems, rate and inventory accuracy, service standards, team readiness and booking conversion across all channels. The position will ensure that every reservation is processed efficiently and that accurate information is maintained to support revenue optimisation and a seamless guest journey.

Key Responsibilities

• Lead the pre-opening setup and testing of the PMS, central reservation system, channel manager and GDS, including accurate loading of room types, rates, packages and restrictions.
• Establish reservations SOPs, call and email standards, booking procedures, payment controls, cancellation policies and service recovery guidelines.
• Manage daily reservations, amendments, cancellations, deposits, rooming lists, group blocks and special requests with a high level of accuracy.
• Recruit, train and supervise the Reservations team, ensuring product knowledge, system proficiency, service quality and operational readiness.
• Drive booking conversion, upselling and cross-selling while monitoring response times, call quality, abandonment and other reservations performance measures.
• Work closely with Revenue, Sales, Front Office and Finance to manage inventory, forecasts, overbooking, credit arrangements and guest requirements.
• Prepare reservations reports and maintain guest data, documentation and payment information in accordance with brand standards and data-protection requirements.

• Diploma or Bachelor's Degree in Hospitality Management, Tourism or a related field.
• Minimum 5 years of reservations or front-office experience, including at least 2 years in a supervisory or managerial role.
• Strong working knowledge of hotel PMS, central reservation systems, channel managers, GDS and online distribution channels.
• Experience in an international hotel, preferably pre-opening, with strong attention to detail, analytical ability, guest communication and written and spoken English.