Reservations Manager

About KAIA KAIA is a portfolio of luxury outdoor resorts set in beautiful natural landscapes, built around connection to people, place, and a deeper sense of purpose. Each KAIA destination feels alive, shaped by its surroundings, and defined by local stories and culture. Designed for the modern traveler seeking freedom, authenticity, and exploration, every resort brings together nature, wellness, and human connection in a way that feels both alive and grounding. KAIA Koh Phangan Set along the northeastern coastline of Koh Phangan, KAIA’s flagship is a beachfront luxury tented resort where nature, wellness, and shared connection come together through movement, ritual, and dining. Recognized by Condé Nast Traveler as one of the Most Exciting Hotel Openings of 2026, KAIA Koh Phangan is owned and operated by Bound and Beyond, the team behind Four Seasons Hotel Bangkok at Chao Phraya River and Capella Bangkok, ranked #2 and #3 among the World’s 50 Best Hotels in 2025. Our People We are building a team of people who value presence, care, and genuine human connection. At KAIA, hospitality is shaped by how people make others feel through collaboration, intention, and shared experiences rooted in nature, wellness, and community. Whether behind the scenes or guest facing, every role contributes to creating an environment that feels thoughtful, welcoming, and connected to its surroundings. We’re looking for people who are excited to help build something intentional, contribute ideas, and grow with us from the ground up.

About the Role
We're looking for an experienced Reservations Manager to lead the pre-opening setup and day-to-day operation of KAIA's Reservations Department. This role is responsible for delivering exceptional guest experiences from the very first enquiry, maximizing booking conversion and revenue opportunities, and ensuring reservation accuracy across all distribution channels. Working closely with Commercial, Revenue, Front Office, Guest Experience, Sales & Marketing, and Finance, you will establish reservation standards, implement systems and processes, lead a high-performing team, and play a key role in shaping the guest journey before arrival. This is an exciting opportunity to join the founding team of a luxury destination resort and contribute to creating an exceptional pre-opening success.

Key Responsibilities
• Lead the pre-opening setup of the Reservations Department, including SOPs, policies, service standards, KPIs, training materials, and operational readiness.
• Implement and optimize reservation systems, including PMS, CRS, Booking Engine, Channel Manager, and distribution platforms.
• Oversee all reservation enquiries and bookings across telephone, email, website, OTAs, travel advisors, wholesalers, and other distribution channels.
• Drive booking conversion, upselling, and revenue opportunities while maintaining rate integrity and inventory accuracy.
• Ensure personalized pre-arrival communication, accurate reservation handling, and seamless handover to operational teams.
• Monitor distribution performance, booking trends, pickup pace, channel mix, and provide commercial recommendations.
• Lead, coach, and develop the Reservations team while maintaining luxury service standards and operational excellence.
• Collaborate closely with Revenue Management, Sales & Marketing, Front Office, Finance, and Guest Experience to deliver a seamless end-to-end guest journey.
• Produce operational and commercial reports to support forecasting, revenue optimization, and continuous improvement. Qualifications & Experience
• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Minimum 5 years of experience in Hotel Reservations, Front Office, or Guest Services.
• Minimum 2 years of leadership experience in a Reservations Supervisor, Assistant Manager, or Manager role.
• Strong knowledge of Property Management Systems (PMS), Central Reservation Systems (CRS), Channel Manager, and Booking Engine platforms.
• Solid understanding of hotel distribution channels, revenue management principles, and luxury guest service standards.
• Native Thai speaker with professional proficiency in English.
• Experience within luxury hotels, resorts, or lifestyle hospitality brands is preferred.
• Pre-opening experience is a strong advantage.
• Experience with Shiji Daylight PMS or similar cloud-based hotel systems is highly preferred.