Assistant Reservations Manager/Reservations Manager

• Responsibilities
  
• Lead, manage, hire, and train the Reservations team to ensure operational consistency, service excellence, and achievement of business objectives.
• Develop and implement SOPs, service standards, best practices, and ongoing training to improve efficiency, consistency, and compliance.
• Oversee daily individual and group reservations, inquiries, cancellations, no-shows, and data accuracy.
• Manage staffing requirements and department schedules to ensure efficient operations and adequate coverage.
• Monitor reservation calls and emails, conversion, booking trends, cancellations, and no-shows, identifying opportunities for improvement.
• Work closely with the Director of Revenue to optimise room inventory, rates, revenue opportunities, and overall guest experience.
• Monitor team performance, provide coaching and feedback, and drive continuous improvement and professional development.
• Handle guest and client concerns professionally, supporting effective service recovery and resolution of reservation-related issues.
• Work closely with Front Office, Sales & Marketing, and other departments to ensure effective communication, accurate reservations, and seamless guest experiences.
• Provide timely feedback to Sales & Marketing on enquiries, confirmed reservations, group bookings, and business opportunities.
• Participate in weekly and monthly Revenue Management, Sales, and Commercial meetings as required.
• Prepare and review reservation reports and performance data, providing insights and recommendations to management.
• Maintain a professional, friendly, and service-oriented approach in all guest and client interactions, whether in person, by email, or by telephone.

Requirements

• Diploma or degree in Hospitality, Tourism, Business, or a related field.
• Minimum 3 years’ hotel reservations experience, including at least 1 year in a supervisory role.
• Proficient in hotel PMS, GDS, CRS, distribution systems, and Microsoft Office.
• Excellent communication and interpersonal skills, with the ability to handle challenging situations professionally.
• Strong problem-solving, organizational, and attention-to-detail skills.
• Positive attitude with a high level of integrity, professionalism, and ethical standards.
• Self-motivated and performance-driven, with the ability tolead teams and foster a positive, innovative, and caring workplace culture.

Only shortlisted candidates will be notified.