Cluster Reservations Manager

Job Summary

Are you a driven hospitality professional with a passion for delivering seamless guest experiences? AX Hotels is seeking a Cluster Centralised Reservations Manager to lead our central reservations function across multiple properties. If you excel at optimising occupancy, enhancing revenue, and building high-performing teams, we’d love to hear from you.

Responsibilities:

• Oversee and coordinate all reservations activities across the cluster in line with AX Hotels’ standards.
• Manage centralised booking systems and ensure accurate data entry in PMS and CRS platforms.
• Monitor daily reservations KPIs, including response times, accuracy, and guest satisfaction.
• Collaborate with Revenue Management to execute pricing strategies and manage inventory.
• Analyse booking patterns and market trends to forecast occupancy and adjust strategies.
• Drive upselling and cross-selling initiatives to optimise revenue.
• Lead, train, and develop the reservations team to achieve service and performance goals.
• Promote a culture of accountability, customer focus, and continuous improvement.
• Handle guest inquiries, special requests, and complaints promptly and professionally.
• Maintain strong relationships with corporate clients, travel agents, and third-party partners.
• Ensure guest data privacy and confidentiality.
• Evaluate and recommend tools or systems to enhance reservations efficiency.
• Develop and enforce SOPs for reservation processes across the cluster.
• Prepare and present performance reports, including occupancy, revenue, and conversion metrics.
• Provide data-driven insights to senior management for strategic planning.

Requirements:

• Minimum 3 years’ experience in reservations management, ideally in a cluster or multi-property setting.
• Strong proficiency with PMS, CRS, and channel management systems.
• Excellent analytical, reporting, and problem-solving skills.
• Proven leadership ability with experience motivating and developing teams.
• Exceptional communication, organisation, and customer service mindset.
• Flexibility and adaptability in a dynamic business environment