Sr. Director, Sales & Reservations

Job Description

The Sr. Director, Sales & Reservations is a dynamic, people-centered leader responsible for driving a high-performing sales culture across the reservation’s organization. This role requires a strong floor presence and the ability to inspire, coach, and challenge established behaviors while bringing a fresh, performance-driven approach to a well-established luxury brand.

With a sharp commercial and analytical mindset, the Sr. Director will closely oversee booking performance, lead management, and productivity, ensuring strong conversion outcomes and overall revenue growth across the call center. This leader will be hands‑on in supporting frontline teams through direct coaching, shadowing, and continuous performance improvement. Equally comfortable partnering with senior leadership, the Sr. Director will provide strategic insight and feedback while implementing an engaged, accountable, and results-oriented sales environment.

• Own overall sales performance, with primary accountability for revenue growth, booking volume, enquiry-to-booking conversion, and productivity metrics.
• Build and lead a coach-driven sales culture that prioritises consultative selling, call quality, structured lead management, and consistent closing behaviours.
• Drive clear KPI ownership across the team using the CRM. Enforce lead nurturing and maximise conversion.
• Lead daily, weekly and monthly performance meetings & check‑ins focused on data‑driven decision making, conversion improvement strategies, and performance intervention where required at department & consultant level.
• Ensure the sales organisation delivers a premium, consultative luxury experience that strengthens brand reputation and drives repeat bookings.
• Promote long‑term client relationships through personalised engagement, proactive communication, and high‑value service throughout the sales journey.

• Implement a performance management program.
• Build leadership capability at all levels, ensuring Directors and Managers are effective performance coaches who drive accountability and results.
• Implement structured coaching programs, including call reviews, conversion analysis, lead management coaching, and performance.
• Drive a culture of ownership, resilience, and continuous improvement, ensuring leaders actively manage performance and address underperformance quickly and fairly.
• Oversee talent planning, succession strategy, hiring decisions, and onboarding to ensure team growth aligned with commercial targets.
• Conduct structured leadership 1:1s focused on revenue performance, conversion metrics, leadership development, and strategic execution.

• Develop and execute strategies that increase conversion across all stages of the sales funnel, from initial enquiry through booking confirmation.
• Partner with Marketing to ensure lead quality, optimisation, and seamless handoffs between marketing activity and sales execution.
• Drive adoption of best‑practice sales methodologies tailored to luxury consultative selling.
• Use performance analytics to identify conversion gaps, productivity blockers, and revenue opportunities across teams and regions.
• Implement standardized sales processes that support scalability while maintaining a highly personalized luxury client experience.
• Align with HR leadership on workforce planning and performance management frameworks.

• 5+ years of senior leadership experience in high-performance sales environments; luxury travel or premium service industries strongly preferred but not necessary.
• Proven track record of scaling sales organisations and improving conversion rates and revenue performance.
• Strong background in coaching‑led sales leadership, performance management, and revenue accountability.
• Expertise in leads management, consultative selling, and data‑driven sales optimisation.
• Experience operating within global or matrixed organisations.
• Strong commercial acumen.
• Exceptional leadership presence with the ability to influence the sales floor culture.
• Analytical…