Reservations Manager
- Waiyaki Wy, Nairobi, Kenya
- Full-time
- Job Family Group: Reservations
Company Description
Radisson Hotel Group is one of the world’s largest hotel groups with ten distinctive hotel brands, and more than 1,460 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.
People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.
Job Description
We are currently seeking a Reservations Manager to join our vibrant team. At RHG, we are in search of individuals who go beyond the resume – those with character, skills, talents, and a passion for creating memorable experiences. We value mindset as pivotal: anticipating guest needs, supporting your department, and consistently delivering memorable experiences.
We are dedicated to nurturing and growing talent, offering pathways for advancement, and fostering a culture of continuous learning.
As a Reservations Manager, you embody a unique blend of precision, efficiency, and a customer-centric approach, elevating our Reservations Team. This role combines leadership with strategic thinking, requiring hands-on expertise in systems such as Amadeus, Lighthouse, and Pulse, along with a strong understanding of revenue optimization, inventory control, and market analysis
Key Responsibilities
- Oversee day-to-day operations of the reservations department across all booking channels (phone, email, OTAs, GDS, brand.com).
- Ensure data integrity, accurate inventory management, and proper allocation of room types across all platforms.
- Maintain rate parity and content accuracy across OTAs, GDS, and CRS platforms.
- Supervise and support the team in handling guest inquiries, special requests, and group blocks.
- Monitor booking pace, lead times, and cancellation patterns to identify opportunities and risks.
- Utilize STR, Lighthouse and Pulse to track competitor pricing, demand trends, and forecast accuracy.
- Support and execute revenue strategies in collaboration with the Revenue Manager.
- Load and manage rates, packages, and promotions across Amadeus CRS and PMS platforms.
- Act as the department lead for system-related matters involving Amadeus, Pulse, and Lighthouse.
- Lead, coach, and motivate the reservations team to meet performance targets and customer service excellence.
- Conduct regular team meetings, training, and one-on-one sessions to support development.
- Coordinate cross-departmentally with Sales, Front Office, Revenue, and Marketing to align on business goals.
- Generate daily, weekly, and monthly reports on booking trends, channel mix, conversion, ADR, and RevPAR.
- Provide recommendations based on data to improve conversion rates and minimize revenue leakage.
- Prepare and contribute to forecasting, budgeting, and business planning processes.
- Ensure compliance with Radisson brand standards, SOPs, and audit requirements.
Qualifications
- Minimum 4–5 years of experience in hotel reservations or revenue management.
- Degree or diploma in Hospitality Management.
- Certifications in Revenue or Reservations Systems (Amadeus, OTA Insight) are an advantage.
- Strong supervisory and managerial skills with a hands-on approach and lead-by-example work style.
- Commitment to delivering exceptional guest service with a passion for the hospitality industry.
- Ability to find creative solutions with proven problem- solving capabilities offering support where required.
- Personal integrity, with the ability to work in an environment that demands excellence, time and energy.