Cluster Booking Manager

Department: Reservation & Guest Services
Reporting To: COO (Chief Operating Officer)
Location: Hamsun Hospitality – Cluster Role

Position Summary

The Cluster Booking Manager is responsible for managing and overseeing the complete reservation operations across all Hamsun branches. This role ensures smooth coordination of room bookings, guest communication, occupancy planning, and service standards for all hotels under the Hamsun group. The manager acts as a central point to drive revenue, maximize occupancy, and maintain excellent guest satisfaction.

Key Responsibilities1. Reservation & Booking Management

• Handle all reservations for three branches through phone, online portals, walk-ins, and company channels.
• Ensure real-time room availability accuracy across all booking platforms.
• Monitor daily pickup reports, occupancy trends, and forecast demand.
• Allocate bookings strategically to maintain optimum occupancy across branches.

2. Guest Communication & Service

• Respond to guest inquiries quickly and professionally (calls, WhatsApp, emails).
• Coordinate special requests, VIP handling, and pre-arrival arrangements.
• Follow up on guest feedback and maintain high service standards.
• Resolve guest complaints related to bookings or room allocation.

3. Revenue & Rate Management Support

• Assist management in implementing rate strategies and promotional offers.
• Coordinate with online travel agencies (OTAs) for updates, availability, and special rates.
• Ensure rate parity across all online booking channels.

4. Coordination with Branch Teams

• Communicate daily booking status and guest arrival information to Front Desk and Housekeeping teams.
• Share occupancy sheets, schedule check-in/check-out lists, and special guest notes.
• Coordinate with branch managers to ensure smooth operations and room readiness.

5. Reporting & Documentation

• Prepare daily, weekly, and monthly booking reports for the COO and management.
• Maintain accurate data of cancellations, no-shows, advance deposits, and revenue.
• Track repeated guests and corporate clients for relationship building.

6. Operations & Process Improvement

• Develop standardized booking procedures across all branches.
• Improve guest service scripts and communication quality.
• Conduct periodic audits to ensure booking accuracy and service compliance.

Skills & Qualifications

• Minimum 3 - 5 years of experience in hotel reservation or front office roles (cluster role preferred).
• Strong communication and customer service skills.
• Ability to manage high call volume and multitasking across branches.
• Hands-on experience with hotel PMS/booking systems (e.g., Cloudbeds, RoomRaccoon, Opera, etc.).
• Strong coordination and reporting abilities.
• Problem-solving mindset and guest service orientation.

KPIs (Performance Indicators)

• Occupancy rate across branches.
• Guest satisfaction for reservation & communication.
• Response time for inquiries.
• Accuracy of booking entry and forecasting.
• OTA ranking and review improvements.
• Reduction in booking errors/no-shows.

Location: Shahra-e-Faisal, Karachi
Rotational Working Hours & Days.

Job Type: Full-time

Work Location: In person