Cluster Reservation Manager (H/F)

A dozen luxury hotels in Switzerland and France are part of Michel Reybier Hospitality. In world-famous Zermatt, the hotel portfolio includes the traditional Mont Cervin Palace 5 , the trendy new Schweizerhof 4 , and the historic Monte Rosa 4 .

We are looking for a Cluster Reservations Manager to join our team at MRH Zermatt.

The Cluster Reservations Manager oversees the Reservations function for Michel Reybier Hospitality in Zermatt, ensuring accurate bookings, rate integrity, and smooth coordination with internal teams. The role supports optimal occupancy and guest satisfaction while leading the reservations team in line with brand standards and LQA requirements.

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Introduction

Reservations & Systems

• Manage all reservation channels (PMS, IBE, GDS, OTAs, email, phone, wholesalers, corporate and group requests).

• Ensure response time standards and high reservation accuracy.

• Maintain PMS integrity, rate codes, availability, deposits, and billing instructions.

Guest Experience

• Enforce reservation service standards and brand communication guidelines.

• Anticipate guest needs (VIPs, repeat guests, preferences) and coordinate pre-arrival arrangements.

• Track and resolve guest requests prior to arrival.

Revenue & Occupancy

• Implement revenue and availability strategies in collaboration with Group Revenue.

• Monitor pick-up, demand, and competitor pricing.

• Manage upgrades, overbooking limits, LOS controls, and upselling opportunities.

• Ensure rate parity across all channels.

Communication & Coordination

• Liaise with Front Office, Housekeeping, Sales, Accounting, and Corporate Reservations.

• Maintain regular communication with General Managers.

Team Leadership

• Lead, coach, and support the Reservations team.

• Set KPIs, monitor performance, and support training and development.

Your main tasks

• Join a visionary team dedicated to creating exceptional candidate and employee experiences against the backdrop of a stunning alpine setting
• Play a key role in shaping the recruitment and wellbeing strategy at MRH Zermatt.
• Enjoy opportunities for professional growth and development

• Central staff accommodation located in the heart of Zermatt and Täsch

• Attractive employee, family & friends room rates, as well as various discounts (for example, in the many restaurants of the MRH-Zermatt SA hotels)

• Access to a staff fitness room and a wide range of sports activities in Zermatt

• Use of the pool area during designated employee swim times

• Participation in our development program, which offers access to various training courses (for example, with the company Ritzy)

• Discounts on seasonal or annual ski lift passes with the Zermatt resident card

Benefits

• Strong organizational and multitasking skills; able to manage high reservation volumes across multiple properties.

• Excellent communication skills and ability to collaborate with internal teams and external partners.

• High attention to detail with a strong focus on accuracy and service quality.

• Service-oriented mindset with a passion for luxury hospitality.

• Proven leadership and coaching abilities in a reservations environment.

• Discretion, integrity, and strong awareness of guest confidentiality and data protection.

• Degree or vocational training in Hospitality Management or related field; additional reservations or system certifications an advantage.

• Fluency in English; German preferred. Other European languages are a plus.

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