Cluster Reservations and Revenue Optimization Manager

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Cluster Reservations and Revenue Optimization Manager, you’re not just driving profitability through strategic pricing and inventory – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Additionally, the below are the requirement for the position:

• Commercial judgment; attention to detail; guest focus; problem solving; clear communication; coaching; collaboration; discretion with confidential information; ability to prioritize under pressure.
• Reservations conversion and response time; forecast accuracy; rate and inventory accuracy; channel and segment performance; contribution to occupancy, ADR and RevPAR goals; guest and partner feedback; audit compliance; team development and retention. Targets are set through the annual business plan and individual objectives.
• Bachelor’s degree or diploma in hospitality, business, finance, or a related field, or equivalent relevant experience.
• Experience in hotel reservations and revenue management, including team supervision and multi-property coordination.
• Working knowledge of hotel property management, central reservation, revenue management, channel management, and reporting systems.
• Strong Excel and analytical skills, with the ability to explain commercial trends and translate findings into actions.
• Excellent written and spoken English; Arabic is an advantage.

Here's what you'll do during a typical day:

Revenue and Commercial Performance

• Work alongside RMCC and the Cluster Commercial Director on forecasts, budgets, demand calendars, pricing recommendations and commercial action plans for each hotel.
• Monitor occupancy, average daily rate, RevPAR, pickup, booking pace, cancellations, no-shows, channel mix, and competitor activity; flag risks and opportunities promptly.
• Support rate and inventory strategies by room type, segment, length of stay, booking window, and distribution channel within approved authority.
• Analyze group and corporate inquiries, displacement, special events, and need periods; recommend commercially sound decisions.

Review performance of direct, brand, online travel agency, wholesale, and other channels; identify opportunities to improve net revenue and reduce distribution cost.

Reservations Operations

• Oversee accurate and timely handling of individual, group, and special reservation requests by phone, email, and approved systems.
• Maintain correct rates, packages, restrictions, allotments, room descriptions, policies, and inventory across the property management system, central reservation system, and connected channels.
• Ensure deposits, guarantees, modifications, cancellations, billing instructions, and guest preferences are captured and communicated accurately.
• Coordinate with Front Office, Sales, Events, Finance, and other departments to manage arrivals, overbookings, room blocks, VIP needs, and service recovery.

Monitor response time, call quality, booking conversion, data accuracy, and unresolved guest or partner cases; implement improvements.

Controls and Reporting

• Produce reliable daily, weekly, and monthly reservation and revenue reports, with clear explanations of material variances.
• Maintain rate integrity, approved access rights, audit trails, payment data handling, and compliance with Hilton standards, property procedures, and applicable privacy requirements.
• Check system interfaces and booking flows; coordinate resolution of mapping, parity, availability, and connectivity issues with relevant teams.

Document procedures, train colleagues on system changes, and support contingency plans during outages or peak demand.

People Leadership

Plan staffing and schedules across the cluster according to demand and service requirements.

Coach team members on selling skills, product knowledge, reservations accuracy, guest communication, and performance standards.

Set measurable objectives, review performance regularly, address gaps fairly, and support succession and development.