What You’ll Do:

1. Revenue, Reservations & MICE Leadership

• Lead the Reservations and MICE teams to convert enquiries into confirmed and profitable business.

• Manage group bookings, room blocks, pricing strategies, and inventory to maximise revenue.

• Oversee daily demand management, pick-up trends, and market performance analytics.

• Ensure accurate use of Opera PMS, Sales & Catering systems, and adherence to brand standards.

• Review tentative bookings, pipeline opportunities, and approve business aligned with operational capacity.

• Prepare Banqueting Event Orders (BEOs) and coordinate weekly operations meetings with relevant departments.

• Collaborate with Sales, F&B, Front Office, Finance, Revenue, and Operations to align strategy and execution.

2. Customer Experience & Service Excellence

• Ensure all guest and client interactions are handled professionally and promptly.

• Monitor guest feedback and implement corrective actions to maintain high satisfaction scores.

• Maintain systems for guest preferences to deliver personalised experiences.

• Support VIP arrangements, special requests, and service recovery initiatives.

3. People Management & Development

• Coach, train, and develop the Reservations & MICE teams to drive performance and service excellence.

• Conduct performance reviews, KPIs, and appraisals on time.

• Foster a positive, collaborative, and engaging work environment.

• Manage team scheduling, workflow, and adherence to health & safety standards.

4. Commercial & Financial Performance

• Monitor REVPAR, ADR, occupancy, and group pick-up performance.

• Support annual budgeting, rate loading, and financial compliance.

• Drive market share growth in collaboration with Sales and Revenue Managers.

5. Quality Assurance & Compliance

• Ensure adherence to IHG brand standards, operating procedures, and information security protocols.

• Maintain data accuracy for reservations, segmentation, and guest profiles.

• Conduct audits, recommend process improvements, and ensure departmental compliance with policies.

Required Experience

• 3–5+ years’ experience in hotel revenue management, reservations management, or a similar commercial role
• Proven experience in forecasting, budgeting, and demand analysis
• Experience managing group and transient segmentation.
• Previous experience leading or overseeing a reservation team.
• Experience in branded hotel environments (e.g., IHG, Marriott, Hilton) advantageous.
• Strong understanding of distribution strategy, OTAs, and channel management