Cluster Reservations Manager

Overview

A great opportunity to be join as a Cluster Reservation Manager at a luxury 5 star group based in Milan

As the Cluster Reservations Manager , you will play a key role in ensuring the seamless operation and strategic development of the Reservations function across all three properties. Your mission will be to uphold the brand’s vision and values, drive revenue through optimized booking strategies, and ensure exceptional service from the first guest interaction.

Your responsibilities will include the following key areas:

Vision and Values

• You will embrace the vision: helping people reconnect with themselves, others, and the world around them.
• You will embody and promote the brand values:
  • Local sensitivity and global sensibility
  • Crafted experiences
  • Emotional hospitality
  • Responsible and caring
  • Fun and quirky
  • Pioneering wellness

Sustainability

• You will ensure compliance with environmental and social guidelines across the cluster:
  • Elimination of single-use plastics
  • Waste reduction and reuse
  • Social responsibility
  • Transparent communication of sustainable practices

Operational Responsibility

• You will be fully responsible for the efficient operation of the reservations department across the cluster.
• In collaboration with the Director of Sales, Director of Revenue, and on-property teams, you will:
  • Set and review room selling strategies
  • Manage PMS & CRS configuration
  • Maintain inventory and daily rate updates
• Additional key tasks:
  • Manage guest history and profiles
  • Ensure daily reservation accuracy
  • Coordinate with F&B, Spa, and other departments to align cross-selling strategies
  • Support service recovery efforts and guest satisfaction

Administration

• You will ensure that daily, weekly, and monthly reports are accurate and meet brand standards.
• Forecasting and reporting will be timely and discrepancies will be addressed immediately.
• You will maintain rate and inventory parity on direct channels and aim for parity across third parties.
• You will update room status and guest preferences to relevant departments using reporting tools.

Quality

• You will analyse market data, pick-up trends, and segment development to:
  • Support forecasting
  • Create promotions and tailored packages based on business needs
• You will ensure your team is fully knowledgeable of all facilities, rates, and current offers.
• You will train your team to identify and act on revenue opportunities.
• You will optimize team scheduling to control payroll costs.
• You will assist in preparing the room revenue budget and support annual rate strategies.

Team Management

• You will lead, develop, and assess the performance of reservations teams across all cluster properties.
• You will ensure:
  • Active leadership and ongoing support
  • Continuous training and development
  • Clear communication and team collaboration
  • Professional appearance and conduct from all hosts

General Responsibilities

• You will act professionally and set a positive example in line with values and standards.
• You will maintain a neat appearance and promote safety, hygiene, and emergency awareness.
• You must be flexible with travel between properties and perform Duty Manager shifts when required.

Required Skills and Experience

• Bachelor’s degree in Hospitality, Business, or a related field
• Minimum of 3 years\' experience in a similar or higher role, preferably within luxury hospitality and across multiple properties
• European nationality or valid residence/work permit
• Strong technical skills, including:
  • Proficiency in PMS, POS, and CRM systems
  • Advanced knowledge of MS Office (Excel, Word, PowerPoint, Outlook)
  • Familiarity with reservation processes, MICE platforms, discount structures, and multi-property room inventory management
• Excellent written and spoken English; knowledge of the local language and customs is a plus
• A strategic and proactive mindset focused on performance, revenue generation, guest satisfaction, and team development

Only Shortlisted Candidates will be conatcted

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