Reservations & Distribution Manager

Role Overview

This position anchors the entire booking operation for The Sands Kenya property group, ensuring every reservation—whether it arrives by phone, email, WhatsApp, the website, or through an online travel agent—is handled accurately and efficiently. The person in this role spends their days balancing team leadership with hands-on operational work: coaching the central reservations staff, monitoring how rooms are distributed across third-party channels, and stepping in to cover bookings when needed. Because the group spans multiple properties, this manager also acts as the bridge between them, keeping availability, rates, and procedures aligned so that revenue is protected and no booking falls through the cracks.

Key Responsibilities

• Manage all OTA channel operations for the group, including room availability, rate loading, property content, and ongoing optimisation to maximise visibility and conversion.
• Track rate parity across every distribution platform and resolve discrepancies swiftly to protect direct bookings and pricing integrity.
• Lead contract negotiations and renewals with online travel agents, local and international tour operators, and corporate clients, ensuring terms support the group's revenue targets.
• Review booking data to spot demand patterns, seasonal shifts, and weak-performing channels, then recommend adjustments to rates and inventory strategy.
• Supervise, mentor, and develop the central reservations team, setting clear standards for response times, tone, and booking accuracy across all properties.
• Provide operational cover during team absences, annual leave, or high-volume periods so that reservation workflows continue without disruption.
• Oversee the complete direct booking lifecycle—enquiries, confirmations, amendments, cancellations, and special requests—from every intake point including phone, email, WhatsApp, web, and agent portals.
• Coordinate deposit collection, invoicing, refunds, and outstanding balance follow-up with the finance team, ensuring billing accuracy on every reservation.

Requirements & Qualifications

• At least four to five years of experience in hotel reservations, with meaningful time spent in a supervisory or team-lead capacity, preferably across more than one property.
• Hands-on, confident proficiency with Opera PMS as a daily working tool.
• Working knowledge of TravelBook Group (TBG) is strongly preferred and will set candidates apart.
• A demonstrable understanding of the OTA ecosystem, including channel manager tools, extranet platforms, rate parity mechanics, and commission structures.
• Proven ability to build, train, and hold a small team to high performance standards, while remaining willing to do frontline reservation work when circumstances require.
• Strong commercial awareness, with the analytical ability to interpret booking statistics, spot revenue opportunities, and present findings clearly to senior management.
• Excellent communication and customer-service instincts, comfortable liaising with property general managers, finance staff, and external agency partners.
• A relevant diploma or degree in hospitality management, business administration, or a closely related field is an advantage.