About this role
- Job Description
- Job Purpose
- The Reservation Manager leads the reservations team to maximize room revenue and ensure a seamless booking experience for guests. This role supports the Revenue Manager in implementing revenue strategies, manages reservation processes, and ensures accurate, timely communication with clients and internal departments.
- Primary Responsibilities
- Reservations & Revenue Support
- Supervise and manage the day-to-day reservations operations.
- Respond promptly to guest and partner enquiries via telephone, email, and other channels.
- Ensure accurate room availability, rate quoting, and booking confirmations in the reservations system.
- Monitor booking pace, cancellations, and amendments, reporting trends to the Revenue Manager.
- Apply revenue management strategies, including up-selling, cross-selling, and overbooking controls, to maximize revenue.
- Maintain updated knowledge of all hotel products, promotions, packages, and policies.
- Manage group bookings, special billing arrangements, and convention reservations.
- Coordinate with Sales, Front Office, and F&B to ensure seamless delivery of guest requirements.
- Administration & Coordination
- Oversee filing and organization of departmental documents.
- Prepare monthly reports on reservations performance and team productivity.
- Maintain accurate records for payroll, attendance, and scheduling of reservation staff.
- Liaise with IT/Maintenance on system issues, ensuring smooth operations.
- Ensure confidentiality in handling guest data and financial information.
- Team Management
- Recruit, train, and coach reservations team members.
- Conduct regular performance reviews and provide feedback.
- Ensure grooming, professionalism, and service standards are consistently maintained.
- Foster a team culture of accuracy, efficiency, and guest focus.
- Other Responsibilities
- Be fully conversant with hotel fire, life safety, and emergency procedures.
- Attend meetings, briefings, and trainings as assigned.
- Maintain a high standard of grooming and personal presentation at all times.
- Perform other reasonable duties as assigned by management.
- Main Complexity/Critical issues in the Job
- Balancing guest satisfaction with revenue optimization strategies.
- Maintaining system accuracy for availability, rates, and bookings across multiple distribution channels.
- Coordinating complex group, corporate, and OTA bookings while avoiding displacement.
- Qualifications
- Diploma or Bachelor’s Degree in Hospitality or related field.
- Minimum 2–3 years of experience in Reservations, with at least 1 year in a supervisory/managerial role.
- Strong knowledge of hotel Opera systems and OTA extranets.
- Excellent English (reading, writing, speaking); additional languages an advantage.
- Proficient in MS Excel, Word, PowerPoint
- Additional Information
- Strong leadership and team management skills.
- Excellent communication and customer service focus.
- Detail-oriented with high accuracy in data handling.
- Revenue and commercially minded.
- Ability to work under pressure and meet deadlines.
- Professional grooming and confident presentation.
