Director – Reservations & Channel Performance
Location: London (Corporate Office)
Type: Full-time, Permanent
Salary: £90,000
Role Overview
We are supporting a global hospitality / luxury services organisation in hiring a senior leader to shape, standardise and optimise its reservations and direct booking channels. This role is responsible for driving excellence across customer engagement and commercial outcomes, strengthening channel performance, and embedding best-in-class practices across corporate and distributed teams.
This is a strategic leadership position reporting into senior commercial leadership with accountability for strategy, governance, training, performance measurement, and cross-functional alignment.
What You’ll Do
- Lead the vision and strategy for reservations and direct channel operations, ensuring consistency and commercial rigour across corporate and property-level teams
- Define, embed and standardise best practices and performance expectations across the global reservations function
- Drive deployment of tools, processes and technologies that enhance conversion, upselling and overall channel contribution to revenue growth
- Develop and oversee training, onboarding and continuous learning programmes to raise capability and performance
- Set and monitor performance KPIs, using insights to identify improvement opportunities and innovation areas
- Establish governance frameworks to ensure consistent execution and performance standards across all locations and teams
- Build and maintain strong relationships with cross-functional teams (e.g., Digital, Sales, Revenue, IT) to ensure alignment with broader commercial strategy
- Partner with operational teams to support adoption, share insights and continuously refine approaches
Skills & Experience
- Significant senior experience in channel distribution, reservations, revenue management or commercial strategy
- Demonstrated ability to lead change and influence performance across global or matrixed organisations
- Track record of improving channel performance and embedding standardised processes
- Strong stakeholder engagement and project leadership skills
- Commercially and customer centric, with a focus on metrics, performance and outcomes
- Comfortable with technology-enabled channel tools and performance dashboards
- Excellent communicator, able to drive clarity and alignment across teams
Why This Role?
- Lead the strategic evolution of a key revenue-generating channel
- High-visibility leadership role with cross-functional impact
- Opportunity to shape culture, process and performance across markets
- Work within a globally recognised premium brand environment
