Role Summary
The Assistant Reservation Manager plays a key role in ensuring the hotel's reservation process runs smoothly, accurately, and efficiently, supporting optimal room occupancy and revenue. Success in this role is reflected through high accuracy in reservation data, strong guest satisfaction with the booking process, solid collaboration with the Front Office and Sales teams, and the ability to manage the reservations team so it remains productive and responsive. This position serves as a link between revenue management strategy and daily operations, contributing directly to the hotel's overall business performance.
Responsibilities
- Assist in overseeing and coordinating all reservations team activities to ensure the booking process is accurate and timely
- Monitor and manage room inventory, rates, and availability across all sales channels (OTA, direct booking, travel agents)
- Prepare and review daily/weekly reservation reports to support management decision-making
- Handle complex reservation requests, including groups, corporate accounts, and VIP guests
- Coordinate with the Front Office, Sales & Marketing, and Revenue Management departments to ensure alignment of pricing and occupancy strategies
- Train, coach, and evaluate reservations staff performance to improve service quality
- Address reservation-related complaints or issues and provide prompt, professional solutions
- Ensure all guest and reservation data are accurately recorded in accordance with company operational standards
- Help develop and implement SOPs to improve the reservations team's work efficiency
Qualifications
- Minimum Diploma or Bachelor's Degree in Hospitality, Tourism, or a related field
- At least 1 year of experience in an assistant managerial position in Reservations or Front Office
- Excellent communication and interpersonal skills
- Strong leadership, analytical, and problem-solving abilities
- Highly organized, detail-oriented, and able to handle multiple tasks effectively
- Proficient in using reservation systems (PMS) and Microsoft Office applications
- Good command of English, both spoken and written
