Company Description
About Faena
Faena creates cultural epicenters—living stages where art, design, and warm, attentive hospitality convene to craft a feast for the senses. We are a Cultural Embassy that invites guests to seek the extraordinary, shaping worlds that feel profoundly personal, welcoming, and alive.
“At Wadi Safar, we are shaping a new world where art, architecture, and nature live in harmony. Guided by a shared respect for culture and craft, this collaboration with Diriyah Company reflects our belief that beauty can elevate everyday life and inspire a new way of living.”
— Alan Faena
Job Description
The Role
As Cluster Reservations Manager, Faena Wadi Safar & Faena The Red Sea you will be the operational and commercial custodian of the reservations function across a multi-property ultra-luxury cluster.
You will ensure seamless guest booking experiences, optimal conversion of all reservation enquiries, and disciplined execution of availability, inventory, and rate integrity across all channels. Acting as a key link between Revenue, Sales, and Front Office, you will ensure reservations activity directly supports commercial strategy and enhances the guest journey from first contact to arrival.
In this role, you will balance operational precision with commercial awareness—driving efficiency, service excellence, and revenue contribution across all reservation touchpoints.
What You Will Create
Reservations Operations & Service Excellence
- Lead end-to-end reservations operations across the cluster, ensuring seamless handling of all booking channels
- Deliver a consistently high-quality, responsive, and personalised booking experience for all guests and partners
- Ensure adherence to service standards, response times, and luxury brand expectations across all reservation touchpoints
- Act as escalation point for complex booking scenarios, ensuring swift and effective resolution
Inventory, Availability & Rate Integrity
- Maintain accurate control of room inventory, availability, and allocation across all properties and systems
- Ensure strict adherence to rate parity and pricing integrity across all distribution channels
- Support Revenue Management in implementing pricing strategies, restrictions, and promotional activities
- Monitor and resolve discrepancies across PMS, CRS, and third-party systems
Commercial Support & Revenue Contribution
- Support revenue optimisation by ensuring reservations activity aligns with pricing and yield strategies
- Monitor booking pace, conversion trends, and channel performance to identify opportunities and risks
- Collaborate with Revenue and Sales teams to maximise occupancy and optimise channel mix
- Provide insights on booking behaviour, demand patterns, and guest preferences
Distribution & Channel Coordination
- Manage day-to-day execution of reservations across direct, OTA, consortia, wholesale, and B2B channels
- Ensure accurate mapping, loading, and maintenance of rates, offers, and inventory across all platforms
- Liaise with external partners and booking channels to ensure alignment and performance compliance
- Support direct booking strategy through efficient handling of enquiries and conversion optimisation
Cross-Functional Collaboration
- Work closely with Revenue Management, Sales, Front Office, and Marketing to ensure aligned commercial execution
- Support pre-arrival communication strategy and guest journey optimisation initiatives
- Collaborate with Finance to ensure accurate reconciliation, reporting, and audit compliance
- Act as a key operational link ensuring smooth flow of information across all guest-facing departments
Team Leadership & Capability Building
- Lead, develop, and mentor the reservations team across multiple properties
- Foster a culture of accuracy, responsiveness, accountability, and service excellence
- Implement training and development initiatives to strengthen product knowledge and commercial understanding
- Drive continuous improvement in systems, processes, and guest handling standards
Qualifications
Who You Are
- A senior reservations and commercial operations leader with extensive experience in ultra-luxury hospitality, destination resorts, or large-scale multi-property luxury clusters.
- Proven track record of leading high-performing reservations functions across complex environments, ensuring excellence in booking delivery, inventory control, and guest experience, while directly supporting revenue optimisation and commercial performance.
- Deep expertise in reservations systems (PMS/CRS), channel distribution, and luxury booking ecosystems, with a strong understanding of UHNW guest expectations, high-touch service delivery, and global demand patterns across leisure and luxury segments.
- Highly detail-oriented yet commercially aware, with the ability to translate booking trends, conversion data, and demand signals into actionable insights that support revenue, sales, and operational decision-making.
- A confident cross-functional partner, experienced in working closely with Revenue Management, Sales, Front Office, and Finance to ensure alignment across availability, pricing execution, and guest journey delivery.
- A strong operational leader of people, able to build, structure, and develop high-performing reservations teams, fostering a culture of accuracy, responsiveness, accountability, and continuous improvement.
- Fluent in English; additional languages, particularly Arabic, are a strong advantage.
Additional Information
What’s in it for you...
- Lots of opportunity to progress and switch it up as part of a global family of brands.
- Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
- Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
- The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture
