Reservations Manager

Mandarin Oriental Punta Negra, Mallorca is looking for a Reservations Manager to join our Sales & Marketing team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island’s natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island’s vibrant atmosphere and extraordinary offerings.

**About the job**

Based at Mandarin Oriental Punta Negra, Mallorca, as the Reservations Manager, you will lead the reservations department, ensuring a seamless and efficient reservations process that supports the hotel’s commercial and operational goals. Working closely with the Director of Marketing & Commerce and the Revenue Management team, you will play a key role in maximizing room revenue through effective inventory control, accurate rate loading, and data-driven reporting.

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

- Supervise the daily operations of the Reservations team, ensuring high levels of accuracy, efficiency, and guest service.
- Prepare and distribute relevant reports (daily pick-up, group pick-up, segmentation, pace reports) to support revenue decisions and strategic planning.
- Ensure that all rates are correctly loaded and maintained across systems, and that inventory is managed in alignment with demand forecasts.
- Conduct regular audits of systems such as PMS, CRS, and Sales & Catering platforms to ensure data integrity, accurate content, and system optimization.
- Maintain effective communication with Sales regarding group blocks, cut-off dates, and booking pace to support conversion and displacement analysis.
- Be fully knowledgeable of all room types, rate structures, promotions, and selling strategies to ensure accurate quoting and conversion.
- Monitor competitor pricing and distribution channels using tools such as OTA Insight, STR, and other benchmarking platforms to support market positioning.
- Participate in the weekly Revenue and Commercial meetings, contributing reservations data and operational insights to inform decisions.
- Coordinate with Central Reservations Office (CRO) to ensure accuracy and consistency in messaging and availability.
- Support the preparation of short
- and long-term room revenue forecasts in collaboration with Revenue Management.
- Assist with the analysis of demand drivers such as local events and seasonal patterns to adjust selling strategies accordingly.
- Ensure group reservations are correctly set up, monitored, and aligned with agreed terms and space utilization.
- Perform quality checks, including test calls, to verify the accuracy of rate quoting, restrictions, and guest service standards.
- Manage the Reservations team’s performance, training, and development to maintain high levels of service and productivity.
- Maintain up-to-date records in all relevant systems (e.g., MARs in Delphi), ensuring smooth collaboration with Sales and Revenue teams.
- Support the execution of Ecommerce tasks and online distribution updates in collaboration with the Digital and Revenue teams.
- Execute additional projects or tasks as assigned by management, contributing to the hotel’s overall success.

As Reservations Manager, we expect from you:
Experience and education
- University degree in Hospitality Management, Tourism, Business, or a related field is highly desirable
- Previous experience in a Reservations leadership role within the luxury hospitality industry is essential
- Proven track record in managing reservation teams, optimizing booking processes, and supporting revenue strategies

Technical Skills
- High level of computer literacy, particularly in hotel systems and Microsoft Office Suite
- Excellent knowledge of reservations systems (PMS, CRS, Channel Manager, and Sales & Catering platforms)
- Understanding of rate structures, room inventory management, and distribution channels
- Ability to analyze data related to booking trends, forecast accuracy, and channel contribution
- Experience in managing group bookings, allocations, and maintaining rate integrity across all channels