Reservations Controller – Luxury Resort

About the role

We are seeking a Reservations Controller to join the Costa Navarino team, reporting to the Director of Reservations. The role ensures accurate reservation data, supports inventory management, and maintains high‑quality guest communication for our luxury Mediterranean resort.

Key responsibilities

• Perform daily audits of new bookings, validating market, source and rate codes.
• Verify OTA deliveries and ensure correct transfer of booking information.
• Maintain accurate guest profiles, merge duplicates and manage deposits, guarantees and cancellation policies.
• Monitor rate changes and align PMS rates with revenue strategy.
• Audit travel‑agency commissions in collaboration with Finance.
• Review reservation calls and emails for hospitality standards and upselling opportunities.
• Prepare arrival lists, record guest preferences and special occasions.
• Reconcile reservations between Opera and MARSHA systems and monitor inventory availability.
• Contact guests proactively to resolve missing or conflicting information before arrival.
• Update online reservations and report recurring data or operational issues.

Required profile

• Advanced proficiency with Opera PMS and Microsoft Office.
• Strong attention to detail and ability to spot minor errors in large booking volumes.
• Excellent written and verbal English, plus local language communication skills, with a concierge‑style service approach.
• Analytical mindset and ability to work collaboratively with finance and travel‑agency partners.

Required skills

• Opera PMS
• Microsoft Office