Reservation Manager

Reservation Operations Management

• Supervise the day-to-day operations of the reservations department to ensure smooth and efficient booking processes.

• Ensure all reservations are handled promptly, accurately, and in line with company policies and brand standards.

• Review daily arrivals, cancellations, and no-shows; coordinate with Front Office to ensure guest details are complete.

• Monitor room inventory and allotments in collaboration with Revenue Management and Sales.

• Ensure consistent application of rates, packages, and promotions.

• Maintain up-to-date knowledge of hotel products, room types, and special offers.

Revenue & Forecasting Support

• Work closely with the Revenue Manager to implement yield management and inventory control strategies.

• Participate in daily and weekly revenue meetings to review performance and discuss tactical actions.

• Monitor booking trends, lead time, and channel performance to identify opportunities for optimization.

• Assist in preparing occupancy and revenue forecasts, analyzing booking pace and market segments.

• Identify high-demand periods and propose strategies to maximize revenue and minimize displacement.

Customer Service & Communication

• Ensure high-quality customer service in handling all reservation inquiries, whether by phone, email, or online.

• Resolve guest complaints or issues related to reservations in a timely and professional manner.

• Maintain effective communication with Sales, Front Office, and other departments regarding special requests, VIPs, and group bookings.

• Provide accurate information on hotel facilities, services, and room features to potential guests.

Team Leadership & Development

• Supervise, train, and motivate the reservations team to achieve departmental goals and service excellence.

• Conduct regular performance reviews, provide feedback, and identify training needs.

• Ensure staff are knowledgeable about all room types, rates, and booking procedures.

• Foster a culture of accountability, collaboration, and continuous improvement within the team.

System & Administrative Responsibilities

• Maintain accuracy of data in the Property Management System (PMS) and reservation systems.

• Monitor overbooking levels and ensure proper balance between online channels and direct bookings.

• Prepare daily, weekly, and monthly reservation reports for management.

• Ensure confidentiality of guest information and compliance with data protection standards.

• Review and approve group rooming lists, contracts, and billing instructions.

Attractive Salary and Benefit Package

- 5 working days/week

- Full social Insurance (from probation period)

- Dynamic, professional & open minded working environment

- Joining training courses

- Competitive salary, benefits and bonus.

- Supporting shift meals at star canteen

• Minimum 3–5 years’ experience in hotel reservations, with at least 1–2 years in a supervisory role.

• Diploma or Degree in Hospitality Management, Business, or related field.

• Strong understanding of reservation systems, PMS, and channel managers (e.g., Opera, SynXis, or similar).

• Excellent communication, leadership, and customer service skills.

• Analytical and detail-oriented, with strong problem-solving abilities.

• Proficiency in English (spoken and written).

• Computer literate in Microsoft Office and hotel-related systems.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Well-groomed, professional appearance, and positive attitude.