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Job Title: Central Reservations Manager Location: Tygervalley Cape Town (Central Office / Hybrid depending on business needs) Reporting to: Commercial Head Office About the Company We are a growing and ambitious hospitality operator, managing a diverse portfolio of independent, branded, and boutique hotel properties across the UK. Our focus is on delivering distinctive guest experiences, underpinned by strong commercial performance and operational excellence. Role Overview The Central Reservations Manager is responsible for leading and managing the Central Reservations Office (CRO), ensuring all inbound reservations enquiries are handled to the highest standard across voice, email, and digital channels. This is a commercially focused leadership role sitting at the heart of the group’s revenue strategy. The successful candidate will drive conversion, optimise rate, and deliver a seamless guest journey that reflects the brand’s standards and values. Working closely with the Commercial Head Office team and General Managers, the Central Reservations Manager will position the CRO as a high-performing, commercially intelligent hub — far beyond a traditional call-handling function. Key Responsibilities Leadership & Team Management Lead; motivate, and develop the Central Reservations team to achieve performance targets Foster a high-performance culture focused on conversion, service excellence, and accountability Manage staffing levels, scheduling, and training to ensure optimal coverage and capability Commercial Performance Drive reservations conversion across all channels (voice, email, web enquiries) Maximise revenue through effective rate management, upselling, and cross-selling Monitor and analyse key metrics including conversion rates, average daily rate (ADR), and booking pace Collaborate with Revenue Management and Commercial teams to align on strategy Operations & Guest Experience Ensure all enquiries are handled professionally, efficiently, and in line with brand standards Deliver a seamless and consistent guest booking experience across all properties Oversee handling of group and event enquiries, ensuring timely and commercially sound responses Systems & Process Optimisation Oversee effective use of PMS, channel managers, and reservations systems Continuously refine processes to improve efficiency, accuracy, and guest satisfaction Ensure data integrity and reporting accuracy across all systems Stakeholder Collaboration Work closely with General Managers to support property-level revenue objectives Partner with Sales, Marketing, and Revenue teams to drive campaigns and initiatives Act as a key link between central commercial strategy and property-level execution Key Requirements Proven experience in a hotel reservations leadership role Strong track record of driving reservations conversion and revenue performance Experience managing and developing high-performing teams Background working within a Central Reservations Office (CRO) environment Experience handling group and event enquiries Proficiency with hotel PMS and channel management systems Strong commercial acumen and analytical mindset Excellent communication and organisational skills Ability to perform in a fast-paced, multi-property environment Must be able to work shifts & weekends (rotational) This position is setting up the office from inception Personal Attributes Commercially driven with a results-oriented mindset Detail-oriented with a strong focus on quality and consistency Confident leader with the ability to influence and inspire Solutions-focused with a proactive approach to challenges Passionate about hospitality and delivering exceptional guest experiences Why Join Us? Be part of a dynamic and expanding hospitality group Play a pivotal role in shaping the commercial success of the business Work within a collaborative and forward-thinking leadership team Opportunity for growth and career progression within the group
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