Cluster Director of Reservations, Costa Navarino (2025)

Costa Navarino is looking for its next Cluster Director of Reservations . The selected candidate will be responsible for soliciting and managing of reservations sales-related opportunities, managing a large reservations team, optimizing room occupancy, and ensuring a seamless guest experience from the first point of contact.

The role will be for three hotels, The Romanos Luxury Collection Resort, W Costa Navarino and The Westin Resort Costa Navarino. The candidate will lead a high-performing reservations team in a fast-paced, high-volume environment, overseeing reservation operations across multiple booking platforms, ensure team efficiency, implement brand standards, and work collaboratively with revenue, sales and hotel operations teams to drive occupancy and maximize profitability.

Team Leadership and Operations

• Lead and manage a large, multi-shift reservations team, ensuring optimal staffing, training and performance
• Monitor agent productivity and call quality, provide regular coaching, performance reviews and professional development
• Ensure compliance with brand and service standards across all reservation process , as per the requirements for each brand
• Develop, implement, and maintain a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Create monthly labor scheduling for team.

Responsibilities

• Oversee and maintain accuracy across all channels (PMS, CRS, GDS, OTA and all others)
• Handle escalated or complex reservation issues.
• Develop and manage a reservations team, specialized in handling VIP, long stay and regular customer reservations
• Monitor same day selling procedures to maximize room revenue and control property occupancy. Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Attend daily Revenue/Operations meeting as required.
• Work closely with the Sales Team to ensure correct rate availability for contracted customers. Liaise with the Revenue Management leader and Sales & Marketing leader regarding business on the books and the strategy for the day.
• Attend all trainings and seminars provided by the company and continuously remain updated for all trends and market news.
• Partner closely with the Revenue Management team to implement pricing strategies and rate fences.
• Prepare and present daily, weekly, and monthly reservation performance reports to leadership
• Prepare and present daily, weekly, and monthly reservation performance reports to leadership
• Maintain a high level of accuracy and professionalism in all guest communications.
• Work closely with appropriate teams to manage pre-arrival communication
• Lead and encourage reservation agents on upsell opportunities.

Requirements

• 3–5 years’ in 5 -star-hotel reservations experience; 4–5 years of proven experience as a Reservations Manager.
• Strong team player with leadership and interpersonal skills with the ability of managing a large, diverse team across multiple shits.
• Analytical, organizational, and decision-making abilities.
• Familiarity with revenue management concepts and KPI-driven environments.
• Collaborate with Cluster Revenue Team to implement dynamic pricing strategies and support special campaigns or promotions.
• Bachelor’s Degree (BA/BSc) in Hospitality, Business, or related field
• Proficient in Microsoft Office (Excel, PowerPoint, Word)
• Skilled in Opera PMS, GXP, MARSHA (or similar hotel systems)
• Confident making guest-focused decisions while balancing revenue goals
• Excellent verbal and written communication; fluent in English
• Customer-focused with a proactive and enthusiastic approach
• Strong team player with excellent interpersonal skills
• Well-organized, detail-oriented, and able to manage multiple priorities
• Comfortable working cross-functionally with Sales, Revenue, Marketing and Hotel Operation teams
• Experienced in leading, training, and motivating a reservations team
• Willing to attend training and stay updated on market trends and brand standards
• Flexible with schedule; available on weekends or holidays if needed

Work Conditions

• Based in Athens
• Full-time, on-site role with flexible scheduling including weekends and holidays.
• Occasional travel for training, audits, or brand meetings may be required.

Benefits

• Competitive compensation package
• On going training opportunities
• Private Medical Plan