Direct Bookings & Reservations Lead

Reservation Specialist — Group

Kolkata • On-site • Full-Time • 3+ Years Experience

Why This Role MattersEvery booking that comes through our own website instead of an OTA is worth 15 to 25 percent more to the group. The booking engine is the single most valuable commercial asset Sinclairs owns that it does not pay commission on — and it has never had an owner. This role is that owner.

You run the group's direct channel: the engine, the rates and inventory in it, the guest experience through it, and every reservation that flows from it. When direct-booking share goes up, that is your number.

About SinclairsSinclairs Hotels & Resorts is one of eastern India's most established hospitality names, operating nine properties across the country's hills, plains and coastline — from Himalayan resorts to a beachfront hotel in the Andamans. The group is a listed company with a completely debt-free balance sheet and a substantial cash surplus, now in an active expansion phase alongside a deliberate transformation of how it runs: its commercial discipline, its people systems, and its technology.

The group is rebuilding its website, building its own CRM, and hiring marketing to drive demand to the direct channel. All of that lands on the booking engine. Someone has to make sure it converts, that what it sells is right, and that every guest who books through it is looked after from click to check-in.

About the RoleYou will own the booking engine and central reservations for nine properties. That means the engine itself — configuration, rate plans, inventory, promotions, packages, integrations with the PMS and channel manager — and the reservations operation around it: enquiries, modifications, cancellations, group blocks and the daily discipline that keeps nine properties' availability accurate everywhere at once.

It also means performance. You will know the engine's conversion rate, where guests drop off, which rate plans sell and which do not, and you will work with marketing, revenue and the head-office technology team to fix what is costing us bookings. You are the person in the room who knows how the direct channel actually behaves.





This is a specialist seat with real weight. It suits someone who has run reservations or a booking engine at a hotel and wants to own the whole channel for a group — and be measured on what it earns.

Where This Role GoesDirect is the channel Sinclairs is betting on. The person who builds it owns a growing share of the group's revenue.

- Year one: the booking engine configured, clean and converting on the rebuilt website; rate plans and inventory accurate across all properties; direct-booking share and conversion tracked monthly and rising.
- Years two and three: Reservations Manager or Direct Channel Manager for the group, with a central reservations team under you and a direct channel that is a major share of revenue.

What You'll OwnThe Booking Engine• Configure and run the engine end to end: room types, rate plans, packages, add-ons, promotions, policies, payment and confirmation flows.

- Keep rates and inventory accurate and in sync with the PMS and channel manager; chase down and fix every discrepancy.
- Own the guest's booking journey on the website — test it constantly, find the friction, and work with marketing and technology to remove it.
- Track conversion, abandonment, lead time, length of stay and rate-plan performance; report what is working and change what is not.

Central Reservations• Run reservations for all nine properties: phone, email, website and partner enquiries answered fast, accurately and warmly.

- Manage modifications, cancellations, no-shows, deposits and refunds against policy; handle group and wedding blocks with the sales team.
- Maintain availability and allocation discipline so no property is ever oversold or left with inventory it could have sold.
- Build the reservations standards — scripts, response times, upsell,



confirmation and pre-arrival communication — and hold the properties to them.

Direct-Channel Growth• Work with marketing on offers, campaigns and loyalty that drive guests to book direct; make sure the engine is ready before a campaign goes live.

- Design direct-only value — packages, perks, member rates — that gives guests a reason to skip the OTA.
- Convert enquiries into direct bookings and repeat guests into direct bookers.

Systems & Data• Be the group's expert on the booking engine, channel manager and reservations module of the PMS; own the integrations between them.

- Work with the head-office technology team so every direct booking lands in the CRM as a clean guest record.
- Produce the monthly direct-channel report: bookings, revenue, share, conversion, cancellations and guest feedback.

What We're Looking ForRequired• 3+ years in hotel reservations, revenue or e-commerce, with hands-on ownership of a booking engine and channel manager.

- Deep working knowledge of rate plans, inventory, restrictions, policies and how they behave across PMS, channel manager and engine.
- Attention to detail that borders on obsessive — one wrong rate or closed date costs real money, and you know it.
- Strong guest communication, in writing and on the phone, in English and Hindi; Bengali an advantage.
- Comfortable with data: conversion, pick-up, pace, and the Excel to analyse them.
- Based in Kolkata or willing to relocate.

Strongly Valued• Experience with a multi-property or central reservations operation.

- Experience improving booking-engine conversion — and the numbers to show it.
- Familiarity with common hotel engines and channel managers and with PMS integrations.
- Exposure to revenue management and to digital marketing.
- Comfort with modern productivity and AI tools to answer faster, analyse better and automate the routine.

Who Thrives Here

- Exact, calm and commercially sharp. You take pride in a clean rate grid and an inbox at zero. You notice the closed-out date before the guest does. You like owning a system and a number, and you want the direct channel of a nine-hotel group to be yours — built, run and growing because of you

📌 Reservations Lead (Kolkata)
🏢 Sinclairs Hotels u0026 Resorts
📍 Kolkata