Director of Revenue and Reservations

The Mandarin Oriental, Boston is looking for a Director of Revenue and Reservations to join our team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Situated in the heart of the Back Bay overlooking Boylston Street, Mandarin Oriental, Boston will introduce a stunning new façade to one of the most desirable addresses in Boston. Our luxurious 136 guest rooms and 12 suites will set the standard for spa & wellness, combining classic Bostonian residential elegance with refined hints of our Oriental heritage. Our Reservations will introduce Boston to world-acclaimed and unique Mandarin Oriental therapies.

About the job

Based at the Mandarin Oriental, Boston within the Reservations Department, the Director of Revenue and Reservations is responsible for the strategic leadership, financial performance, and operational execution of all Revenue and Reservations functions. This role serves as a key commercial and operational partner, ensuring exceptional guest experiences while driving revenue growth, market awareness, and brand differentiation.

The Director of Revenue and Reservations reports to the Director of Commercial Strategy. The Reservations Coordinator and Reservations Agents report to the Director of Revenue and Reservations.

Key Responsibilities

Revenue Strategy & Optimization

• Develop and execute revenue management strategies to maximize room revenue, ADR, RevPAR, profitability, and market share.
• Analyze historical trends, booking pace, demand drivers, and market conditions to optimize pricing and inventory decisions.
• Monitor competitor pricing, market positioning, seasonality, and customer demand patterns to identify revenue opportunities.
• Manage room inventory, restrictions, overbooking strategies, and availability controls across all distribution channels.
• Lead short-term and long-term forecasting processes, budgeting, and business planning initiatives.
• Evaluate business segment performance and optimize market mix to achieve commercial goals.
• Recommend strategic initiatives to improve overall hotel profitability and commercial performance.

Distribution & Systems Management

• Ensure accurate management of all distribution channels, including brand.com, GDS, OTAs, CRS, and third-party partners.
• Maintain rate integrity and inventory accuracy across all reservation platforms.
• Oversee the setup, maintenance, and auditing of rate codes, packages, promotions, and restrictions.
• Maximize utilization of revenue management systems and analytical tools to support pricing and forecasting decisions.
• Partner with technology and commercial teams to improve revenue management processes and reporting capabilities.

Reservations Leadership

• Provide strategic and operational leadership for the Reservations department.
• Establish service standards and performance expectations that support both revenue goals and exceptional guest experiences.
• Monitor reservations conversion metrics, call quality, response times, and service delivery standards.
• Ensure all reservations inquiries, bookings, changes, cancellations, and special requests are handled accurately and efficiently.
• Oversee guest history management and ensure customer preferences are properly documented and utilized.
• Collaborate with Front Office and Guest Relations teams to deliver seamless pre-arrival and arrival experiences.

Commercial & Financial Analysis

• Prepare and present weekly, monthly, and annual revenue performance reports and forecasts.
• Lead Commercial Strategy and Revenue Meetings, providing actionable insights and recommendations.
• Conduct displacement analyses, channel profitability reviews, and pace reporting.
• Prepare month-end performance critiques and communicate results to hotel and regional leadership.
• Support annual budgeting, strategic planning, and financial review processes.
• Ensure compliance with audit standards, financial controls, and revenue-related policies.

Team Development & Leadership

• Recruit, coach, mentor, and develop reservations team members.
• Conduct performance evaluations, succession planning, and career development discussions.
• Create a culture of accountability, collaboration, continuous improvement, and service excellence.
• Deliver training on revenue principles, reservations processes, systems, and guest engagement standards.
• Foster cross-department collaboration to achieve hotel-wide commercial objectives.

As Director of Revenue and Reservations, we expect from you:

• Bachelor's degree in Hospitality Management, Business Administration, Finance, Marketing, or a related field.
• 5+ years of revenue management experience, with at least 3 years in a leadership role within luxury hospitality or a comparable service environment.
• Strong understanding of revenue management principles, forecasting, pricing strategy, distribution, and reservations operations.
• Proven analytical and financial acumen with experience interpreting large data sets and translating insights into strategy.
• Strong leadership, communication, and stakeholder management skills.
• Advanced proficiency in Microsoft Excel and revenue reporting tools.

Preferred

• Experience in Infor/HMS, Delphi, IDeaS, SynXis, Lighthouse, Otelier, and CoSTR
• Multilingual

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Compensation

The salary range for this position is $120,000 to $125,000 annually.

Local Benefits

• A competitive salary and benefits packages
• Meals served while on duty
• Complimentary drycleaning
• Discounted colleague parking available

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including termination.

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