Reservation Manager
Reservation Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
This position is responsible for managing the daily operations of the Reservations Department to ensure all incoming and outgoing room requests are handled efficiently and professionally. The role ensures a seamless reservations process aligned with hotel standards while enhancing guest satisfaction and maximizing room revenue. It also provides leadership and supervision to the reservations team and acts as a key liaison with Sales Front Office and Distribution teams.
Responsibilities
Reservations Operations
Manage daily reservations processes ensuring all requests are handled in line with brand standards and response time.
Ensuring that quality of reservation is maintained in terms of guest details rates payment methods etc.
Supervise the reservations team ensuring clear communication and a collaborative service-focused environment.
Organize training for all staff.
Maintain updated rate and availability information on TARS and other booking channels.
Ensure accurate input and tracking of guest history and preferences.
Oversee daily checks reservations reports and ensure systems are updated in real-time.
Ensure pre-registration and special arrangements for VIP and returning guests.
Guest Experience & Complaint Handling
Serve as a representative of Management for guest complaints when necessary.
Handle and resolve reservation-related issues in a professional and guest-centric manner.
Promote loyalty programs and hotel offers to maximize guest retention and upselling opportunities.
Ensure guest privacy and information confidentiality is strictly maintained.
Commercial Focus
Identify potential business opportunities and communicate leads to the Sales team.
Build strong relationships with corporate clients travel agents and third-party partners.
Support revenue optimization by monitoring availability yield and demand trends.
Contribute to quality audits upselling programs and performance targets.
Systems & Procedures
Ensure full understanding and correct usage of all reservation systems and tools.
Oversee implementation of daily checklists and SOP adherence.
Monitor performance metrics and provide reports to management regularly.
Suggest improvements and flag any dysfunctions or process inefficiencies.
Qualifications :
Knowledge and Experience
College diploma or above.
Proven experience in luxury hotel reservations.
Strong command of reservation platforms and PMS systems.
Familiarity with OTA extranets channel managers and distribution platforms.
Proficiency in MS Office; knowledge of systems such as Opera TARS or similar is preferred.
Fluent in English and Vietnamese (spoken and written).
Competencies
Detail-oriented and organized
Guest-focused with strong interpersonal skills
Able to manage multiple tasks efficiently under pressure
Strong team leadership and collaboration abilities
Integrity in handling confidential data and guest information
Analytical and proactive in identifying improvements
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
