Reservations Distribution Manager

Position Summary

• The Group Reservations & Distribution Manager is responsible for overseeing the central reservations function across The Sands Kenya properties, while managing OTA distribution, rate parity, and contracting.
• The role leads the reservations team, ensures accurate booking and billing processes, supports revenue performance across all channels, and maintains strong coordination between properties.

Key Responsibilities

Revenue & Distribution

• Manage OTA listings, availability, content, and optimisation.
• Monitor rate parity and distribution channel performance.
• Manage OTA, agent, and corporate contracting.
• Identify booking trends and revenue opportunities.

Reservations Team Management

• Lead, train, and support the central reservations team.
• Ensure consistent standards, communication, and response times.
• Provide operational cover during staff leave and absences.
• Develop procedures and improve reservations workflows.

Reservations & Billing Operations

• Oversee direct reservations via email, WhatsApp, phone, website, and agent enquiries.
• Ensure accurate handling of bookings, amendments, cancellations, and special requests.
• Oversee deposits, invoices, refunds, and reservation-related billing.
• Coordinate with Finance regarding payments and outstanding balances.

Cross-Property Coordination

• Liaise with all Sands Kenya properties regarding availability, rates, and booking requirements.
• Communicate reservation activity, special requests, and operational needs.
• Ensure consistency of reservations procedures across all properties.

Key Attributes

• Highly organised and detail-oriented.
• Strong leadership and coaching abilities.
• Excellent communication and customer service skills.
• Strong understanding of OTA and channel management.
• Proficient in Opera PMS and reservation systems.
• Experience with TravelBook Group (TBG) preferred.
• Commercially aware with good analytical skills.
• Able to balance team leadership with day-to-day operations.