Cluster Reservation Manager

On behalf of a luxury international hotel group, we are looking for a Cluster Reservation Manager. 

The Reservations Manager is responsible for the overall management and performance of the Reservations function for a cluster of 4 hotels located in a famous ski resort.
The role ensures efficient handling of all individual and group reservations, accurate data management, and seamless coordination between Reservations, Front Office, Sales, Events, and Finance. By maintaining rate accuracy, availability control, and high service standards, the Reservations Manager supports optimal occupancy, guest satisfaction, and operational excellence across all properties.
The position also leads, trains, and develops the reservations team, ensuring compliance with brand standards, LQA requirements, and internal procedures while acting as a key point of contact for complex bookings and special guest requests.

MAIN DUTIES

• Oversees and manages all reservation requests across multiple booking channels, including PMS, brand website, GDS, OTA extranets, email, telephone, wholesaler platforms, corporate and leisure RFPs, travel agent inquiries, and events/group interfaces.
• Ensures daily monitoring of all incoming channels and compliance with defined response standards (emails within 24 hours, immediate handling of telephone inquiries).
• Maximize Occupancy & Revenue
• Applies defined revenue and availability strategies
• Reviews pick-up reports, demand forecasts, market trends, and competitor pricing to support daily reservation decisions.
• Uses dynamic pricing and distribution tools (Channel Manager, Stairway, RMS) to adjust rates and availability.
• Executes daily actions such as opening or closing room categories, managing upgrades, applying rate re-strictions, and recommending upsells and add-ons.
• Ensures rate parity and consistency across all distribution channels.
• Ensures daily accuracy and integrity of the PMS and connected booking systems.
• Performs thorough checks for duplicate reservations, incorrect market segments or source codes, and wrongly applied rate codes, including reviewing guest profiles and reservation history.
• Merges duplicate or overlapping reservations where necessary to maintain clean and accurate records.
• Verifies completeness of billing instructions and the validity of credit card details.
• Manages changes in rooming lists, including last-minute updates, cancellations, and guest reallocations, while maintaining accuracy and operational efficiency.
• Resolves discrepancies between the PMS and reservation tools, ensuring data integrity, accurate reporting, and seamless coordination across departments.
• Coordinates with Front Office on special arrivals, walk-ins, room releases, and cut-off timelines to ensure smooth operations.
• Liaises with Housekeeping regarding room status, allocation constraints, and priority requirements.
• Works closely with accounting on prepayments, invoicing discrepancies, deposit control, and no-show charges.
• Collaborates with the Sales team on group bookings, contracts, allotments, and special rate agreements to ensure accurate system setup.
• Coordinates with Corporate Reservations to align booking procedures, standards, and escalation processes.
• Works closely with the Group Revenue Management team to implement pricing, availability strategies, and distribution decisions in the PMS and connected systems.
• Lead and mentor the Reservations team, ensuring clarity of responsibilities and ownership of tasks.
• Foster an open and supportive environment where employees feel comfortable sharing feedback.
• Encourage continuous learning, professional growth, and cross-functional collaboration.
• Set clear KPIs for Reservations team members and regularly track their performance against goals.

IDEAL PROFILE: 

• Solid experience in hotel reservations, preferably within a luxury or upscale hotel environment.
• Proven experience in managing or supervising a reservations team, including training, scheduling, and performance oversight.
• Strong operational knowledge of PMS and CRS systems, including handling individual and group reservations, rate structures, and allotments.
• Experience working in a multi-property or complex hotel environment, with close coordination between Reservations, Front Office, Sales, and Events.
• Demonstrated experience in handling complex bookings, VIP reservations, and escalated guest situations with professionalism and discretion.
• Hospitality Management or vocational training, Hotel Administration or related field.
• Further education / certifications in reservations, front office operations, or hotel systems.
• Ongoing professional development in service quality, leadership, or luxury hospitality standards.
• Fluent in English both oral and written, German a plus