Cluster Reservations Manager

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 LUURAs 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.

Qualifications :

Who Were Looking For

• Proven experience leading a reservations team in multi-property hotels resorts or clusters for at least 3 years.
• Experience in pre-openings.
• Expert knowledge of hotel management systems reservations processes F&B and spa booking systems and revenue management principles.
• Excellent interpersonal communication and guest service skills.
• Ability to manage multiple properties prioritize tasks and ensure operational excellence across the cluster.
• Experience implementing SOPs building processes and driving team adherence to quality and service standards.
• Analytical mindset with the ability to interpret booking trends generate reports and provide insights for strategic decision-making.
• Good command of English; additional language skills are an advantage.
• Eligible to work in an EU country.

Additional Information :

Perks Youll Love

• Team rates at LUURA Ennismore & Accor properties worldwide.
• Discounts at our restaurants bars and cafes.
• Access to art cultural events & live music nights.
• Recognition that matters from surprise gifts to team celebrations.
• Beautiful team spaces & comfortable accommodation (where applicable).

Ready to Dive In

Bring your energy your ideas and your true self and lets create something unforgettable together.

Apply now and start your journey with LUURA.

Remote Work :

No

Employment Type :

Full-time