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.
ResponsibilitiesHere'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.
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.
Skills Required
- Bachelor's degree or diploma in hospitality, business, finance, or a related field, or equivalent relevant experience
- Experience in hotel reservations and revenue management
- Experience supervising teams
- Experience coordinating across multiple properties
- Working knowledge of hotel property management, central reservation, revenue management, channel management, and reporting systems
- Strong Microsoft Excel and analytical skills
- Excellent written and spoken English
- Arabic language skills
- Commercial judgment, attention to detail, guest focus, problem solving, clear communication, coaching, collaboration, discretion, and ability to prioritize under pressure
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — Go Hilton provides heavily discounted hotel stays for team members and extends access to family and friends, with up to 110 discounted nights and rates as low as $40 in some cases. Additional wellbeing resources include an Employee Assistance Program, mental-health support, caregiving resources, and programs like Thrive and sabbaticals.
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Retirement Support — A 401(k) is offered with a company match of 100% on the first 3% of eligible pay plus 50% on the next 2%. This structure provides meaningful employer support for long‑term savings.
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Parental & Family Support — New parents receive 4 weeks of fully paid parental leave, with birthing parents receiving an additional 8 weeks for a total of 12 weeks. Support extends to adoption assistance up to $10,000 per eligible child and resources for caregiving.
Hilton Insights
What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 22 world-class brands comprising nearly 7,300 properties and more than 1.1 million rooms, in 123 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed more than 3 billion guests in its more than 100-year history, earned a top spot on Fortune's 100 Best Companies to Work For list and been recognized as a global leader on the Dow Jones Sustainability Indices for six consecutive years. Hilton has introduced several industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 165 million members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone. Visit stories.hilton.com for more information, and connect with Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.
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