Based within the Mandarin Oriental global commercial organisation and based at the London Corporate Head Office, the Manager, Reservations Excellence is responsible for supporting the deployment, enablement and performance optimisation of the Property Direct channel across the Group’s global portfolio, with the objective of driving sustained revenue growth, improved conversion and enhanced guest experience.

This role requires a commercially minded hospitality professional with strong experience in distribution, reservations, revenue or commercial strategy within a luxury hospitality environment. A solid understanding of on-property operations combined with corporate-level project delivery experience is essential to success in this role.

The role supports the strategic execution of the Property Direct programme by ensuring hotels are equipped with the right tools, training, governance and operational support. It requires close collaboration with corporate and property teams to translate strategy into consistent, high-quality execution at property level.

As Manager, Reservations Excellence, you will play a key role in strengthening the Property Direct channel globally, supporting innovation, improving operational efficiency and ensuring properties are enabled to deliver exceptional guest interactions while maximising revenue performance.

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

Programme Deployment

• Support the deployment of Property Direct tools and processes across the global portfolio, ensuring properties are equipped to execute strategies effectively.
• Collaborate with corporate and property teams to ensure the seamless integration of Property Direct initiatives into broader commercial strategies.
• Develop and maintain standardised templates, toolkits, and guidelines to support properties in executing Property Direct strategies consistently and effectively.
• Champion a culture of accountability, collaboration, and excellence in both guest engagement and commercial outcomes.
• Define and monitor KPIs to measure the channel’s performance, identifying opportunities for improvement and innovation.
• Define and implement governance mechanisms to ensure consistent adherence to guidance, best practices, and performance standards across the portfolio

​https://careers.mandarinoriental.com/jobs/manager-reservations-excellence-london-england-united-kingdom-63bfd713-5eb0-43c4-b8f0-e0dfffaeccc9