Assistant Reservations Manager

Job Description

The Position

The Assistant Reservations Manager supports the Reservations Manager in overseeing all aspects of the hotel’s booking operations. This role ensures that reservations are handled efficiently, accurately, and with a high level of customer service, contributing directly to guest satisfaction and revenue optimization.

KEY ROLES & RESPONSIBILITIES

• Ensures the daily operations of the Reservations Department run smoothly by managing task checklists and confirming timely completion and review. 
• Spot-checks previous day’s reservations and verifies all VIP arrivals to ensure accuracy and readiness.
• Supports recruitment efforts, facilitates monthly and on-the-job training, and evaluates staff performance to uphold Raffles service standards. 
• Leads training initiatives aimed at fostering professionalism, boosting productivity, and delivering exceptional guest service. 
• Motivates team members through coaching and discipline aligned with hotel guidelines and local laws.
• Maintains strong relations with departments such as Front Office to coordinate guest needs and enhance service delivery. 
• Works closely with the Groups Department to monitor room blocks, process rooming lists promptly, and adjust allocations as needed. 
• Keeps the Reservations Team updated on all developments within the hotel and company.
• Assists in supervising Reservations Agents, ensuring tasks such as travel agent commissions, guest inquiries, and pick-ups are handled efficiently. 
• Prepares and submits necessary reports to the Administration Office on a monthly basis. 
• Follows up on lost business opportunities and reports findings to department leaders.
• Fully knowledgeable in all business segments, rates, promotions, and departmental functions, executing responsibilities with finesse. 
• Adheres strictly to hotel policies concerning fire safety, hygiene, and health regulations. 
• Demonstrates thorough understanding and compliance with the Hotel Employee Handbook.
• Takes ownership of any other duties delegated by management to support hotel operations and enhance guest satisfaction.
• Performs any other duties as assigned to him/her by management.

Qualifications

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office
• Minimum 3 years’ experience in Hotel or Resort, as Reservations Supervisor.
• Luxury hotel or resort background preferred
• Understands the local culture and have worked in the region

PERSONAL ATTRIBUTES

• Creative Thinker, Calm Under Pressure, Self-Development, Excellent Listening & Verbal Communication
• Multitasking Proficiency
• Detail-Oriented
• Delegation & Workflow Management
• Ability to meet deadlines consistently
• Leadership Excellence
• Strong Interpersonal Communication
• Customer-Centric Mindset
• Collaborative Team Player
• Analytical Problem-Solver