All Accor

Global hotel management, franchising, loyalty program

Reservation Manager

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeLuang Prabang, LaosNo salary listedIn-person

About the Job

Requirements

A diploma or degree, preferably in hospitality or a related field.
At least 5 years of industry experience, including at least 2 years as a Front Office team leader and at least 1 year as a Duty Manager.
Experience in a similar-sized and similar-style 3-, 4-, 5-, or 6-star resort or business hotel.
Knowledge of Opera, FOLS, or a local equivalent property management system.
Involvement in reservations and an understanding of revenue management processes.
Familiarity with LCAH processes or loyalty programmes.
Understanding of guest experience management and the ability to use reporting tools such as RPS.

Responsibilities

Support the Front Office Manager in fostering an environment where all teams feel valued and receive the support they need, anticipating needs through effective team relations.
Handle guest situations requiring management attention with tact and diplomacy, resolving issues quickly to achieve guest satisfaction while respecting hotel policies, management's vision, and the security and comfort of all individuals; record these situations in the Duty Manager Logbook.
Contact the Front Office Manager to report guest comments or priorities and ensure effective coordination and prompt communication.
Spend time in the lobby coordinating overall activity and engaging with guests.
Maintain and update the Priority & Solution logbook, and review traces and handover notes from Front Office sections to maintain clear, consistent, and current communication among teams.
Meet formally with the Front Office Manager at the end of each shift for a debrief on daily activity and pending matters.
Participate in projects and missions led by the Front Office Manager, contribute opinions and ideas, seek to improve the quality of the welcome, and anticipate solutions for Front Office operations.
Conduct controls, with or without the Front Office Manager, to ensure proper understanding and follow-up.
Promptly report discipline problems to the Front Office Manager and act fairly in any disciplinary action required during the manager's absence.

Job Description

Primary Responsibilities

ORGANIZE AND ASSISTING IN THE DAILY FRONT OFFICE OPERATIONS INCLUDEDRECEPTION,CONCEIRGEAND WELCOMERS

Supports the Front Office Manager in building an environment where all teams Feel Valued, bringing them the support they need, and to anticipate these needs through effective team relations.
To deal with guests when they are looking for a member of the management in any situations be occurred and ensure that will use tact and diplomacy to rectify quickly the situation, reaching the guest satisfaction while respecting the hotel policies, management’s vision, as well as the security and comfort of all individuals. All these situations must be duly recorded in the Duty Manager Logbook.
To contact with the Front Office Manager to report any guest comment, or priority and to ensure a good co-ordination and quick communication on both sides.
To spend all his/her time in the lobby to co-ordinate the overall lobby activity and will be dynamic in engaging with guests.
To ensure that a pertinent Priority & Solution logbook is maintained, updated and to check the traces / handover notes from the different sections of the Front Office to ensure that clear, constant and updated communication lines are kept within all teams.
Formally meet with the Front Office Manager every end of shift during a “debriefing” to make a point on the daily activity and pending matters. To be involved in the projects and missions engaged by the Front Office Manager, providing opinions and ideas, constantly attempting to improve the quality of the Welcome and anticipating solutions for the Front Office operations. S/he will, with and without the Front Office Manager, do some controls to ensure their proper understanding and follow-up.
To report quickly any discipline problem to the Front Office Manager and must be fair in any disciplinary action required during their absence.

Qualifications

Diploma or Degree preferably in hospitality or related field
5 years in industry experience, minimum 2 years as team leader in Front office, minimum 1 year as Duty Manager
Experience in similar size/style of hotel 3*, 4*, 5*, 6* resort/business
PMS knowledge: Opera or FOLS (or local equivalent)
Involvement in reservations and understanding of Revenue Management processes
Familiar with LCAH processes or loyalty programmes
How to manage guest experience, understands and can use reporting RPS, etc.

Additional Information

https://www.pullman-luangprabang.com/

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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