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Reservations Manager
Reservations Manager – City Relay
The Reservations Manager will lead City Relay’s commercial reservations function as a standalone department, having been separated from the Guest Experience team to provide dedicated leadership and strategic focus. The role exists to maximise revenue for City Relay by:
- Increasing the proportion of direct bookings
- Building a pipeline of corporate and extended-stay clients
This is a fast-paced, commercially driven role with a strong outward-facing focus. The Reservations Manager owns the full booking journey (enquiry → confirmation) and is accountable for revenue quality, channel mix, and property performance.
Strategic Objectives
The role has two core priorities:
-
Increase direct booking share
- Expand direct bookings through City Relay’s own channels (website, enquiries, CRM).
- Reduce dependency on third-party OTA platforms, boosting revenue per property and improving margins.
-
Build a corporate and extended-stay pipeline
- Secure bookings from corporate travellers, relocation clients, and extended-stay customers (90+ nights).
- Ensure higher occupancy certainty, lower turnover costs, and stronger profitability for landlords and City Relay.
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Key Responsibilities
Direct Booking Growth
- Own and optimise direct booking channels, including:
- City Relay’s website
- Direct enquiry handling
- Repeat guest engagement
- Develop and execute promotions, pricing strategies, and incentives to encourage direct bookings over OTAs.
- Build and maintain a CRM pipeline for past guests and enquirers to drive repeat business.
- Collaborate with operations to ensure a seamless booking experience from enquiry to check-in.
Corporate & Extended-Stay Business Development
- Identify, prospect, and nurture relationships with:
- Corporate travel managers
- Relocation agents
- Insurance providers
- Serviced accommodation brokers
- Track and manage a pipeline of corporate leads, from first contact to confirmed booking.
- Develop competitive rate cards and flexible terms for 90+ night stays, balancing client appeal with City Relay’s profit margins.
- Negotiate and finalise corporate agreements, ensuring all terms are securely documented and handed over to operations.
- Attend industry events, trade shows, and networking functions to enhance visibility within the corporate travel market.
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Reservations Management
- Triage all inbound reservation enquiries, ensuring speed, accuracy, and conversion.
- Work with property management & housekeeping teams to confirm:
- Availability
- Pricing
- Property readiness
- Handle amendments, cancellations, and special requests professionally and in line with City Relay’s policies.
- Maintain accurate booking records, flagging discrepancies for correction.
- Supervise reservations agents, providing:
- Coaching
- Training
- Performance management
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