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.
- 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
- 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.