Reservations & Distribution Manager

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.
  

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.