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.
