JOB OVERVIEW
The Reservations Manager leads the Reservations department for FAENA The Red Sea, setting the standard of warmth, artistry, and precision that defines every guest’s first impression of the FAENA Culture. The role is responsible for the strategic and operational management of the reservations function, driving revenue performance and ensuring every booking journey reflects the sophistication, exclusivity, and emotive storytelling of the FAENA brand. The Reservations Manager partners closely with Revenue Management, Front Office, Sales & Marketing, and Guest Experience teams to translate FAENA’s vision of curated indulgence into flawless, personalised booking experiences from first inquiry to arrival.
DUTIES AND RESPONSIBILITIES
- Champion and reinforce a culture of warmth, precision, and pride within the reservations function, consistent with the FAENA Culture.
- Oversee day-to-day reservations operations across all channels (phone, email, OTAs, GDS, direct website) ensuring accuracy, efficiency, and an exceptional guest experience at every touchpoint.
- Set, monitor, and enforce reservations standards, scripts, and service protocols aligned with FAENA’s luxury positioning and brand voice.
- Partner with the Director of Revenue Management to implement pricing strategy, rate integrity, availability controls, and inventory allocation across all distribution channels.
- Analyse booking pace, pickup, denials, and cancellation trends; recommend action plans to maximise occupancy and RevPAR.
- Review and approve complex, VIP, and high-value reservations, ensuring bespoke arrangements are curated and flawlessly executed.
- Champion upselling and cross-selling of room categories, experiences, and packages to elevate guest journeys and drive ancillary revenue.
- Ensure the Property Management System (PMS) and all channel managers reflect accurate rates, availability, and content at all times.
- Collaborate with Front Office, Housekeeping, and Guest Experience teams to guarantee seamless arrivals, departures, and fulfilment of special requests.
- Handle guest escalations and booking-related service recovery with discretion, empathy, and a solutions-first approach.
- Conduct regular audits of reservation records for accuracy, completeness, and compliance with brand standards and data privacy regulations.
- Prepare and present reservations performance reports, forecasts, and departmental budgets to senior leadership.
- Recruit, train, and evaluate reservations team members; conduct performance reviews and identify development opportunities.
- Maintain deep knowledge of resort offerings, experiences, promotions, and the destination to inspire and inform the guest journey.
- Manage overbooking strategy and inventory control in coordination with Revenue Management, minimising risk while optimising occupancy.
- Stay current on luxury hospitality trends, competitor positioning, and guest expectations, bringing insights back to elevate the FAENA offering.