Mandarin Oriental
Manager, Reservations Excellence
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Manager, Reservations Excellence
Manager, Reservations Excellence
Based within the Mandarin Oriental global commercial organisation and located at the London Corporate Head Office, the Manager, Reservations Excellence leads the deployment, enablement, and performance optimisation of the Property Direct channel across the Group’s global portfolio. This role focuses on driving sustained revenue growth, improving conversion rates, and enhancing guest experience.
About the Role
This position requires a commercially adept hospitality professional with deep experience in distribution, reservations, revenue optimisation, or commercial strategy within a luxury hospitality setting. Candidates must also demonstrate a strong grasp of on-property operations alongside corporate-level project delivery expertise for success.
The Manager, Reservations Excellence plays a pivotal role by:
- Supporting the strategic execution of the Property Direct programme across Mandarin Oriental’s global portfolio.
- Ensuring hotels are equipped with the right tools, training, governance, and operational support.
- Collaborating with corporate and property teams to translate strategies into high-performance execution.
- Strengthening the Property Direct channel, fostering innovation, improving operational efficiency, and ensuring exceptional guest experiences while maximising revenue potential.
Key Responsibilities
Programme Deployment
- Support the rollout of Property Direct tools and processes globally, ensuring seamless adoption across properties.
- Collaborate with corporate and property teams to integrate Property Direct initiatives into broader commercial strategies.
- Develop and maintain standardised templates, toolkits, and guidelines for consistent execution.
- Champion accountability, collaboration, and excellence in guest engagement and commercial outcomes.
- Define and monitor KPIs to track performance, identify improvement opportunities, and drive innovation.
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Property Enablement & Support
- Work closely with property teams to identify performance gaps, providing tailored guidance and support to optimise results.
- Act as the primary point of contact for properties, ensuring they have access to necessary resources.
Training & Development
- Deliver training programmes to empower property teams with the skills needed for effective Property Direct execution.
- Provide ongoing support, curating challenges and feedback for cross-functional review.
Performance Monitoring & Improvement
- Track Property Direct channel performance globally, identifying trends and innovation opportunities.
- Prepare regular performance reports for the Director, Property Direct.
- Implement continuous improvement initiatives based on property and guest insights.
Requirements
Candidates must meet the following criteria:
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- 5+ years’ experience in luxury hospitality specialising in:
- Distribution
- Revenue management
- Reservations
- Commercial strategy
- Strong project management skills, with the ability to prioritise in a fast-paced, matrixed environment.
- Proven ability to build cross-functional relationships and collaborate effectively with global teams.
- Excellent communication and interpersonal skills, with confidence engaging stakeholders at corporate and property levels.
- Technical proficiency with digital tools for reservations, distribution, and Property Direct channels.
- Analytical mindset to convert performance data into actionable insights.
- Passion for luxury hospitality and commitment to delivering exceptional guest experiences.
Benefits
Your Growth
- Personalised Learning & Development programmes tailored to every career stage.
It Fights Stress While You Fight It
- MOstay—because rest matters. Enjoy complimentary guest stays worldwide for you and your family at Mandarin Oriental’s competitive rates.
More Than Just Wellbeing
- Comprehensive health benefits and wellness programmes for our global team.
Planning Ahead? Save with Us
- Flexible retirement plans based on your duration of service and role.
We’re Fans
- And thrive on team spirit. Humans like humans, yes? Priority booking benefits included.
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