Your Role in the Story
As the Cluster Reservations Manager at LUURA, you lead the reservations function across multiple properties, ensuring that every booking — for rooms, F&B, and spa — is handled flawlessly. You are responsible for hiring, training, and developing the reservations team, building a strong guest-focused culture, and ensuring operational excellence across all systems and processes.
You work closely with Front Office, Revenue Management, Sales, Events, and other departments to drive revenue, optimize occupancy, and deliver a consistent, high-quality guest experience. Your role requires leadership, strategic thinking, and the ability to implement efficient processes while coaching the team to perform at their best.
Key Responsibilities
- Hire, train, and mentor the cluster reservations team, ensuring full understanding of hotel systems, SOPs, and guest service standards.
- Build a guest-focused culture within the reservations team, ensuring professionalism, accuracy, and responsiveness in every booking interaction.
- Develop, implement, and continuously improve SOPs, workflows, and processes for reservations across rooms, F&B, and spa services.
- Ensure the team has deep knowledge of LUURA’s room types, rates, packages, F&B outlets, spa offerings, and promotions.
- Oversee and handle incoming reservations, amendments, cancellations, and special requests across multiple properties as needed.
- Monitor and maintain accurate records in hotel management and spa/F&B reservation systems.
- Collaborate closely with Sales, Events, Revenue Management, Front Office, F&B, and Spa teams to ensure smooth operations and maximize revenue opportunities.
- Analyze booking trends, monitor occupancy, and provide actionable reports to support strategic planning, staffing, and revenue optimization.
- Implement upselling strategies across rooms, packages, F&B, and spa services to enhance revenue and guest satisfaction.
- Resolve complex booking issues, guest complaints, or special requests in a timely and professional manner.
- Ensure consistent adherence to lost & found, data protection, privacy, and quality standards across the team.
- Communicate guest preferences, VIP details, or special requirements to relevant departments in advance to ensure seamless service.
- Maintain professional standards of appearance, demeanor, and communication for self and the reservations team.
- Identify opportunities to streamline processes, introduce best practices, and enhance the efficiency of the reservations function.
- Maintain a professional appearance, demeanor, and communication at all times.
- Adhere to LUURA standards, SOPs, and company policies in all booking activities.