Descripción del puesto

Regional Reservations Manager
Awasi Portfolio | Based in Santiago, Chile

At Awasi, we redefine luxury through highly personalized experiences, intimate lodges, and a deep connection to each destination. Every journey is crafted around the guest — and it all begins long before arrival.

We are looking for a Regional Reservations Manager to lead our Reservations function across the full Awasi portfolio. This is a strategic role responsible for shaping the pre-arrival experience and ensuring that every reservation reflects the level of care, precision, and personalization that defines our brand.

The Role

As Regional Reservations Manager, you will lead the Central Reservations team and own the entire pre-arrival journey — from the first interaction to the guest’s arrival at our lodges.

You will act as a key bridge between Sales, Operations, Guest Experience, and Lodges, ensuring seamless communication, flawless execution, and a deep understanding of each guest’s expectations.

This position is based in Santiago, Chile, and requires availability to travel across Awasi destinations, as well as flexibility to relocate to other locations.

Key Responsibilities

Strategic Leadership

• Lead and develop the Central Reservations team, fostering a culture of excellence, ownership, and attention to detail
• Define and implement standards, processes, and workflows across all properties
• Continuously optimize response times, efficiency, and service quality

Commercial Contribution

• Actively contribute to the achievement of sales targets
• Monitor performance across sales channels, with a strong focus on direct bookings
• Analyze reservation and conversion data, providing actionable insights to Sales, Marketing, and Revenue teams
• Support budget planning with demand and performance analysis

Reservations & Pre-Arrival Excellence

• Ensure all reservations are accurate, complete, and aligned with Awasi standards
• Oversee payment processes and compliance with commercial policies
• Guarantee the quality and integrity of guest information (preferences, special requests, travel details, etc.)
• Anticipate needs and prevent operational or service issues before arrival

Guest Experience & Personalization

• Elevate the pre-arrival experience into a defining part of the guest journey
• Oversee coordination of personalized experiences and external services
• Ensure clear and inspiring communication with guests regarding their stay

Cross-functional Coordination

• Act as the central point of alignment between Reservations, Sales, Lodges, Operations, and Experience teams
• Ensure smooth and accurate handover of information to on-property teams
• Coordinate arrival logistics, including flight monitoring and transfers

Quality & Continuous Improvement

• Implement quality control processes to minimize errors and ensure consistency
• Drive continuous improvement initiatives across the reservations function

Why Join Awasi

You will be part of a company that values individuality — both in its guests and its people. At Awasi, no two experiences are the same, and the same applies to your impact: this role offers the opportunity to shape a critical part of the guest journey at a regional level.

Requisitos

What We’re Looking For

• Degree in Hospitality, Tourism, Business Administration, or related field
• Minimum 5 years of experience in Reservations, Guest Experience, or Front Office within luxury hospitality
• Proven experience leading teams
• Experience in boutique hotels, luxury lodges, or high-end hospitality environments (strongly preferred)
• Fluent English (mandatory); Portuguese is a plus
• Strong analytical, organizational, and problem-solving skills
• Full flexibility and willingness to relocate within the region

Key Competencies

• Exceptional attention to detail and operational excellence
• Empathetic leadership and team development
• Clear, structured, and professional communication
• Proactive mindset with strong anticipation skills
• Deep sensitivity to guest experience and brand identity