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PURPOSE OF THE POSITION:

To lead and manage the centralised group reservations operations, ensuring the highest level of guest satisfaction and smooth functioning of our reservations team. Actively up-sells each business opportunity to maximize revenue opportunity and achieve revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.

Key Performance Areas:

• Support annual rooms and reservations budget planning aligned with strategic goals and drive occupancy and RevPAR growth through data-driven decisions.
• Oversee group reservations, rooming lists, and block bookings, ensuring timely and accurate input while maximizing conversion and revenue.
• Maintain up-to-date knowledge of reservation systems, ensure rate accuracy across distribution channels, and oversee OPERA data quality.
• Identify new business opportunities, monitor market trends, and collaborate with Sales to develop strategies that support revenue targets.
• Deliver exceptional customer service throughout the booking journey to enhance client loyalty and brand reputation.
• Generate and analyse daily, weekly, and monthly reports on pick-up, arrivals, occupancy, and forecast performance.
• Train and lead a high-performing team, manage schedules, ensure productivity, and drive employee engagement initiatives.
• Ensure billing accuracy, manage outstanding payments, track commissions, and enforce company credit policies.
• Liaise with General Managers, Sales, and Finance teams to ensure alignment on revenue, guest experience, and operational targets.
• Monitor day-to-day operations, booking volumes, customer experience quality, and team performance.
• Promote a safe, inclusive, and positive work environment, ensuring employee relations matters are handled in line with company policies.

QUALIFICATIONS & EXPERIENCE:

• Bachelor’s degree in Hospitality Management, Travel & Tourism, Business Administration, Hotel and Restaurant Management, or a related qualification.
• Minimum 5 years’ experience in reservations or a similar role, with at least 2 years in a supervisory position.
• Experience in Rooms Division, Front Office, or Yield Management/Reservations within the hospitality industry or a 4/5-star luxury property.
• Proficiency in OPERA and Profitroom systems.
• Advanced proficiency in Microsoft Office.
• Valid driver’s license.

The company ONLY accept application via their career portal. Interested candidates can apply via the link below:

Apply online via: O&L Career Portal

Closing Date: 25 April 2026