Company Description

Minor Hotels is a global hospitality leader with over 560 hotels and resorts across six continents, a diverse portfolio of F&B businesses and a selection of luxury transportation services. With over four decades of experience, we build stronger brands, foster lasting partnerships, and drive business success by staying focused on what matters most to our guests, team members and partners.

Wherever your journey leads, Minor Hotels delivers exceptional experiences around the globe. Explore our history, meet the people behind our success and discover the values that shape who we are today.

Job Description

The Central Reservations Manager is responsible for overseeing and optimizing the reservations function for Minor Hotels properties across the African region. The role ensures efficient management of all reservation channels, maximizes revenue opportunities, and delivers exceptional guest service through effective leadership of the central reservations team.

The position works closely with Revenue Management, Sales, Distribution, and property-level teams to ensure accurate inventory management, strong conversion rates, and seamless guest booking experiences across all channels.

Key Responsibilities

Reservations Operations

Lead and manage the Central Reservations Team servicing multiple hotels within the African region.Ensure all reservation requests (email, phone, OTA, website, GDS) are handled accurately, efficiently, and in line with brand standards.Maintain high standards of service quality and response times.Monitor daily arrivals, booking accuracy, and guest requests to ensure all reservations are honored.

Revenue & Distribution

Collaborate with Regional Revenue Management to optimize room inventory, rate codes, and booking conditions.Support revenue strategies by driving upselling, cross-selling, and conversion optimization.Manage and monitor inventory across all distribution channels including:Brand website / IBEGDSOTA partnersTour operatorsCorporate contracts.

Team Leadership

Recruit, train, coach, and develop the Central Reservations team.Monitor team performance through KPIs such as:Conversion rateResponse timeUpsell revenueBooking accuracyFoster a culture of service excellence, accountability, and collaboration.

Systems & Reporting

Manage reservations systems and tools including:PMS (e.g., Opera, Protel or similar)CRSChannel ManagerEnsure accurate maintenance of:Rate codesPackagesAllotmentsGroup blocks.Prepare regular reports including:Booking trendsMarket segmentationForecasting supportChannel performance.

Stakeholder Collaboration

Work closely with:Regional Sales teams for group bookingsFront Office and Revenue teamsEnsure alignment of reservation procedures across all hotels.

Key Performance Indicators

Reservation conversion rateUpsell and cross-sell revenueResponse time to enquiriesBooking accuracyChannel performanceGuest satisfaction scores relating to booking experience

 

QualificationsDegree or diploma in Hospitality Management, Business Administration, or related field.Minimum 5 years’ experience in hotel reservationsExperience in multi-property or cluster reservations operations preferred.Strong knowledge of:PMS and CRS systemsHotel distribution channelsRevenue management principles.

Key Competencies

Leadership and team developmentRevenue awareness and commercial acumenAttention to detail and operational excellenceStrong communication and stakeholder managementAnalytical and reporting skillsAbility to manage high-volume reservation environments

Additional Information

What We Offer

Opportunity to work across a diverse and growing multi-property portfolio

Exposure to regional and international best-practice revenue strategies

Competitive remuneration and benefits

A collaborative, high-performance culture focused on ownership and accountability