Reservation Manager

Reservation Operations Management
• Ensure consistent application of rates, packages, and promotions.
• Monitor room inventory and allotments in collaboration with Revenue Management and Sales.
• Maintain up- to- date knowledge of hotel products, room types, and special offers.
• Supervise the day- to- day operations of the reservations department to ensure smooth and efficient booking processes.
• Ensure all reservations are handled promptly, accurately, and in line with company policies and brand standards.
• Review daily arrivals, cancellations, and no- shows; coordinate with Front Office to ensure guest details are complete.
Revenue & Forecasting Support
• Participate in daily and weekly revenue meetings to review performance and discuss tactical actions.
• Work closely with the Revenue Manager to implement yield management and inventory control strategies.
• Monitor booking trends, lead time, and channel performance to identify opportunities for optimization.
• Identify high- demand periods and propose strategies to maximize revenue and minimize displacement.
• Assist in preparing occupancy and revenue forecasts, analyzing booking pace and market segments.
Customer Service & Communication
• Resolve guest complaints or issues related to reservations in a timely and professional manner.
• Ensure high- quality customer service in handling all reservation inquiries, whether by phone, email, or online.
• Maintain effective communication with Sales, Front Office, and other departments regarding special requests, VIPs, and group bookings.
• Provide accurate information on hotel facilities, services, and room features to potential guests.
Team Leadership & Development
• Foster a culture of accountability, collaboration, and continuous improvement within the team.
• Conduct regular performance reviews, provide feedback, and identify training needs.
• Ensure staff are knowledgeable about all room types, rates, and booking procedures.
• Supervise, train, and motivate the reservations team to achieve departmental goals and service excellence.
System & Administrative Responsibilities
• Prepare daily, weekly, and monthly reservation reports for management.
• Maintain accuracy of data in the Property Management System (PMS) and reservation systems.
• Monitor overbooking levels and ensure proper balance between online channels and direct bookings.
• Review and approve group rooming lists, contracts, and billing instructions.
• Ensure confidentiality of guest information and compliance with data protection standards.

• Computer literate in Microsoft Office and hotel- related systems.
• Well- groomed, professional appearance, and positive attitude.
• Excellent communication, leadership, and customer service skills.
• Minimum 3–5 years’ experience in hotel reservations, with at least 1–2 years in a supervisory role.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Proficiency in English (spoken and written).
• Analytical and detail- oriented, with strong problem- solving abilities.
• Diploma or Degree in Hospitality Management, Business, or related field.
• Strong understanding of reservation systems, PMS, and channel managers (e.g., Opera, SynXis, or similar).

Attractive Salary and Benefit Package
- Joining training courses
- Full social Insurance (from probation period)
- 5 working days/week
- Competitive salary, benefits and bonus.
- Supporting shift meals at star canteen
- Dynamic, professional & open minded working environment

Cập nhật gần nhất lúc: 2025-11-10 20:25:03