RWRSA - Cluster Reservation Manager

OVERVIEW/BASIC FUNCTION:

The Cluster Reservations Manager for Rosewood Red Sea & Rosewood Amaala, located along Saudi Arabia’s pristine west coast, is responsible for overseeing all aspects of the resort’s reservation operations, ensuring a seamless and personalized booking experience for guests. This role upholds Rosewood’s ultra-luxury standards and Amaala’s commitment to holistic well-being, sustainability, and regenerative tourism. The Cluster Reservations Manager will lead a team to manage bookings, optimize occupancy, and enhance guest satisfaction through exceptional service and attention to detail. The role demands leadership, strategic insight, and a passion for delivering tailored luxury experiences.

RESPONSIBILITIES

• Oversee all reservation operations, ensuring a flawless booking process that achieves a minimum of 95% guest satisfaction scores in internal and external audits, including pre-arrival feedback.
• Lead, train, and motivate the reservations team, fostering a culture of professionalism, empathy, and efficiency to deliver personalized guest experiences.
• Manage reservation systems to optimize room occupancy, revenue, and guest preferences, collaborating with sales and revenue management teams to achieve business goals.
• Ensure accurate and timely handling of bookings across all channels (direct, online, travel agents, and third-party platforms), maintaining Rosewood’s luxury service standards.
• Develop and implement strategies to enhance the guest booking experience, including personalized offers and wellness-focused packages that align with both resorts vision.
• Monitor and control the reservations budget, optimizing operational costs while maintaining high service quality and team performance.
• Implement sustainable practices, such as digital confirmation processes and eco-friendly communication methods, in line with Amaala’s environmental stewardship goals.
• Collaborate with front office, concierge, and marketing teams to ensure seamless guest transitions from booking to arrival, enhancing the overall guest journey.
• Ensure compliance with Rosewood brand standards, data protection regulations, and local hospitality laws, safeguarding guest information and privacy.
• Drive continuous improvement through staff training, system enhancements, and guest feedback analysis to elevate reservation processes and guest satisfaction.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field; certifications in revenue management or reservations systems (e.g., Opera, SynXis) are highly desirable.
• Minimum of 5-7 years of experience in reservations or guest services, with at least 2 years in a supervisory role within a luxury hotel, resort, or high-end hospitality environment.
• Expertise in reservation systems (e.g., Opera, Amadeus) and revenue management principles, with a focus on optimizing occupancy and guest satisfaction.
• Proficiency in budgeting, cost control, and performance metrics, balancing operational efficiency with luxury service standards.
• Fluency in English is required; proficiency in Arabic or additional languages