Cluster Reservations Manager

About the Role

Raffles & Fairmont The Red Sea is part of a landmark luxury destination created in collaboration with Red Sea Global. The property brings together the heritage and refined style of Raffles with the classic elegance and service philosophy of Fairmont, contributing to a new standard of sustainable luxury hospitality in Saudi Arabia.

The resort is set within the Red Sea Project and is planned as a nature-led destination with 361 rooms, eleven dining concepts, an overwater restaurant overlooking the Red Sea and mangroves, and a spa. It will also be located beside an 18-hole championship golf course and developed across 200 km of pristine coastline featuring more than 90 untouched islands, dormant volcanoes, rich marine life, and archaeological sites.

Position Overview

This role is accountable for helping achieve the budgeted revenue targets across all market segments. The focus is on managing individual bookings for both national and international accounts.

Key Responsibilities

• Respond to reservation enquiries quickly and professionally to prevent any loss of business.
• Coach both current and new team members so their reservation sales capabilities continue to improve.
• Address guest concerns in a constructive way that protects revenue and supports guest satisfaction.
• Create and manage the work schedule to ensure adequate coverage for reservation calls, reduce missed calls, and improve booking conversion.
• Monitor call handling through standard conversion tracking sheets and submit daily, weekly, and monthly reports.
• Adjust selling approaches across channels and segments as instructed by the direct manager and based on property needs.
• Prepare reports in line with hotel and company standards, and support the Director of Revenue Management or other direct report with updates to reservation, property management, or revenue systems where needed.
• Keep reservation administration organized, including confirming all bookings and requests within 24 hours, validating no-show charges for Finance, and maintaining filing and correspondence systems.
• Carry out annual reviews and help recommend succession and development plans to support the long-term strength of the reservations team.
• Track the performance of incentive schemes, ensure program rules are followed, and maintain the integrity of all related processes.

Qualifications and Skills

Applicants should bring strong personal and leadership qualities, including creativity, the ability to work under pressure, self-improvement, attentive listening, clear verbal communication, multitasking, delegation, workflow organization, deadline management, team leadership, and the ability to train and guide others.

A degree or diploma in Training and Development or Hotel Management is required. Candidates should have working knowledge of Opera and Microsoft Office.

At least 3 years of experience in a hotel or resort is required, with a preference for candidates from luxury hotel or resort environments. Familiarity with the local culture and prior experience in the region are also important.

Additional Information

The role requires an understanding of ultra-luxury guest expectations and alignment with brand standards. Prior experience in project coordination, scheduling, and document control during pre-opening phases is necessary, and pre-opening experience is mandatory.

The successful candidate should demonstrate initiative, anticipate needs, take ownership of responsibilities, and maintain presentation and grooming that meet luxury standards.