Reservations Controller, Costa Navarino

Costa Navarino is a sustainably driven destination in the Mediterranean, located in Messinia in the southwest Peloponnese. Graced with a breath-taking seaside landscape, this is a region shaped by 4,500 years of history. The Costa Navarino philosophy is driven by a genuine desire to preserve the natural beauty and heritage of Messinia.

The destination comprises several distinct sites featuring five-star hotels, luxury private residences, a world-class golf experience and many year-round activities. Navarino Dunes is home to The Romanos, a Luxury Collection Resort, The Westin Resort Costa Navarino and Costa Navarino Residences. Navarino Bay is the setting for Mandarin Oriental, Costa Navarino, W Costa Navarino and Navarino Agora, a curated marketplace. Both sites have signature golf courses, while at Navarino Hills there are two further signature golf courses.

We are looking for a Reservations Controller to join our team, reporting directly to the Director of Reservations. The role is responsible for ensuring the accuracy and quality of reservation data, supporting inventory accuracy and maintaining high standards of guest communication. The Reservations Controller ensures that reservations are accurate, complete and aligned with inventory strategy and operational requirements.

Responsibilities

• Perform daily audits of new bookings to validate Market, Source and Rate codes and ensure reservation data accuracy.
• Examine OTA deliveries and ensure 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, ensuring they are correctly applied.
• Monitor rate changes and ensure PMS rates are aligned with Revenue Strategy.
• Monitor and review along with Finance the commissions for Travel Agencies and Tour Operators.
• Audit reservation calls and email communication to ensure high standards of hospitality, accuracy and upselling.
• Review arrival lists 10-15 days prior to check-in and ensure guest preferences, special occasions and other relevant details are accurately recorded.
• Perform reservation balancing and reconciliation between Opera and MARSHA, while monitoring inventory accuracy and availability.
• Proactively contact guests to clarify missing or conflicting information, special requests, payment and guarantee issues, and other requirements before arrival.
• Review and update online (IPS) reservations, ensuring all relevant details are complete and operational issues are addressed before check-in.
• Identify recurring reservation, data or operational issues and report them to the Cluster Director of Reservations.

Requirements

• Advanced use of Opera PMS and Microsoft Office.
• Strong attention to detail and ability to identify minor errors in large volumes of bookings.
• 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 impact revenue reporting and long-term strategy.
• Strong problem-solving skills and confidence in resolving issues directly with guests before check-in.

Benefits

What We Offer:

• Competitive Compensation Package

• Private Medical Plan

Personal & Professional Growth:

• Ongoing Training & Development Opportunities
• Exposure to an International Work Environment

Wellbeing & Perks:

• Access to the Support Room - Online Wellness Platform
• Discounts at Marriott Hotels Worldwide