Assistant Manager – Reservations

Job Description

• Oversee the daily operations of the reservations department, ensuring exceptional, friendly, and engaging service at every guest touchpoint.
• Lead, coach, and motivate the reservations team to achieve departmental objectives, service standards, and performance targets.
• Maximize room revenue through effective upselling, cross-selling, yield management, and implementation of revenue optimization strategies in coordination with the Revenue Management team.
• Monitor room availability, occupancy, booking patterns, reservation pace, and cancellation trends to support business performance and revenue growth.
• Ensure all reservation requests, group bookings, rooming lists, amendments, and cancellations are handled accurately and efficiently in accordance with established procedures.
• Review reservations, guest profiles, special requests, and booking information to ensure accuracy and enhance the overall guest experience.
• Collaborate closely with Front Office, Sales, Revenue Management, and other departments to ensure seamless communication and smooth operational coordination.
• Handle guest inquiries, special requests, and reservation-related concerns professionally, ensuring timely resolution and high levels of guest satisfaction.
• Monitor reservations performance, prepare operational reports, and identify opportunities to improve productivity, service quality, and revenue generation.
• Ensure compliance with brand standards, hotel policies, standard operating procedures, and data confidentiality requirements.
• Support the implementation of reservations strategies, systems, and processes to enhance operational efficiency and achieve departmental goals.

Qualifications

• Bachelor’s degree or diploma in Hotel Management, Hospitality, Tourism, or a related field.
• Minimum 3–5 years of experience in hotel reservations, preferably with a luxury or upscale hotel brand, including at least 1–2 years in a supervisory or team leadership role.

Additional Information

• Strong knowledge of hotel reservation systems (PMS), Central Reservation Systems (CRS), channel management, and online travel agency (OTA) platforms.
• Good understanding of revenue management principles, room inventory control, yield management, upselling, and forecasting.
• Excellent communication, interpersonal, leadership, and team management skills.
• Strong analytical, organizational, and problem-solving abilities, with attention to detail and accuracy.
• Proficiency in Microsoft Office applications, particularly Excel, and hotel reservation reporting tools.
• Ability to handle guest inquiries, special requests, and escalated concerns professionally while maintaining high service standards.
• Excellent command of written and spoken English; knowledge of additional languages will be an advantage.
• Customer-focused mindset with a commitment to delivering exceptional guest experiences and achieving departmental revenue targets.