Manager, Reservations Excellence

Based within the Mandarin Oriental global commercial organisation and based at the London Corporate Head Office, the Manager, Reservations Excellence is responsible for supporting the deployment, enablement and performance optimisation of the Property Direct channel across the Group’s global portfolio, with the objective of driving sustained revenue growth, improved conversion and enhanced guest experience.

This role requires a commercially minded hospitality professional with strong experience in distribution, reservations, revenue or commercial strategy within a luxury hospitality environment. A solid understanding of on-property operations combined with corporate-level project delivery experience is essential to success in this role.

The role supports the strategic execution of the Property Direct programme by ensuring hotels are equipped with the right tools, training, governance and operational support. It requires close collaboration with corporate and property teams to translate strategy into consistent, high-quality execution at property level.

As Manager, Reservations Excellence, you will play a key role in strengthening the Property Direct channel globally, supporting innovation, improving operational efficiency and ensuring properties are enabled to deliver exceptional guest interactions while maximising revenue performance.

As Manager, Reservations Excellence, you will be responsible for the following duties:

Programme Deployment

• Support the deployment of Property Direct tools and processes across the global portfolio, ensuring properties are equipped to execute strategies effectively.
• Collaborate with corporate and property teams to ensure the seamless integration of Property Direct initiatives into broader commercial strategies.
• Develop and maintain standardised templates, toolkits, and guidelines to support properties in executing Property Direct strategies consistently and effectively.
• Champion a culture of accountability, collaboration, and excellence in both guest engagement and commercial outcomes.
• Define and monitor KPIs to measure the channel’s performance, identifying opportunities for improvement and innovation.
• Define and implement governance mechanisms to ensure consistent adherence to guidance, best practices, and performance standards across the portfolio

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​Property Enablement

• Work closely with property teams to identify and address performance gaps, providing guidance and support to drive improvement.
• Serve as a key point of contact for property teams, ensuring they have the resources and support needed to optimise channel performance.

Training & Support

• Deliver training programs to ensure property teams are equipped with the knowledge and skills needed to execute Property Direct strategies effectively.
• Provide ongoing support to property teams, collating questions and challenges as they arise and sharing with relevant cross-functional stakeholders.

Performance Monitoring

• Monitor the performance of the Property Direct channel across properties, identifying opportunities for improvement and innovation.
• Provide regular reports and updates to the Director, Property Direct, highlighting key trends and insights.
• Support the implementation of continuous improvement initiatives, leveraging feedback from properties and guests.

As Manager, Reservations Excellence, we expect from you

• Minimum of 5 years’ experience in distribution, revenue management, reservations or commercial strategy within the luxury hospitality sector.
• Strong project management and organisational skills, with the ability to manage multiple priorities in a fast-paced, matrixed environment.
• Demonstrated ability to build strong relationships with global teams and work effectively across functions.
• Excellent communication and interpersonal skills, with confidence engaging both corporate and property stakeholders.
• Familiarity with digital tools and platforms relevant to reservations, distribution and Property Direct channels.
• Strong analytical mindset with the ability to translate performance data into actionable insights.
• Passion for luxury hospitality and a commitment to delivering exceptional guest experiences.

Our Commitment To You

Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.

MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.

Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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