Reservations Controller

About the role

Costa Navarino, a destination in Messinia comprising four 5-star resorts, four golf courses, many restaurants, bars and retail outlets, is looking for a Reservations Controller. The role reports directly to the Director of Reservations and ensures that reservations are accurate, complete and aligned with inventory strategy and operational needs, while supporting inventory accuracy and high standards of guest communication.

Key responsibilities

• Perform daily audits of new bookings to validate Market, Source and Rate codes and ensure reservation data accuracy.
• Check OTA deliveries so that all relevant booking information is correctly transferred and maintained.
• Maintain accurate guest profiles and reservation data, including identifying and merging duplicate profiles.
• Verify deposits, guarantees, cancellation and payment policies so they are correctly applied.
• Monitor rate changes and ensure PMS rates are aligned with Revenue Strategy.
• Review, together with Finance, commissions for travel agencies and tour operators.
• Audit reservation calls and email communication for hospitality standards, accuracy and upselling.
• Review arrival lists 10-15 days before check-in and record guest preferences and special occasions.
• Balance and reconcile reservations between Opera and MARSHA, monitoring inventory accuracy and availability.
• Contact guests proactively to clarify missing or conflicting information, special requests, payments and guarantees before arrival.
• Update online (IPS) reservations and report recurring reservation, data or operational issues to the Cluster Director of Reservations.

Required profile

• Outstanding written and verbal English and local language communication skills, with a concierge-style service approach.
• Strong analytical mindset and understanding of how reservation accuracy and coding affect revenue reporting and long-term strategy.
• Strong problem-solving skills and confidence in resolving issues directly with guests before check-in.

Required skills

• Advanced use of Opera PMS and Microsoft Office.
• Strong attention to detail and ability to spot minor errors in large volumes of bookings.

What we offer

• Private medical plan.
• Ongoing training and development, task force assignments at Marriott hotels abroad, and a multicultural international work environment.
• Use of Costa Navarino facilities (subject to internal policies), access to the Support Room wellness platform and wellbeing initiatives.
• Employee discounts and associate benefits worldwide.