OTA Reservation Manager

Job Summary:

TheOTA Reservation Manageris responsible for overseeing the day-to-day operations of the Reservations team, ensuring smooth processing of guest bookings and maximizing revenue through strategic collaboration with the Revenue Manager. This role focuses on optimizing guest experiences, managing OTA platforms, and maintaining strong communication with property owners while leading the Reservations team to achieve departmental goals.

Key Responsibilities :

Leadership and Team Supervision:

• Lead and supervise the Reservations team, ensuring the smooth handling of guest inquiries, bookings, and reservation modifications.
• Train, mentor, and guide junior staff, ensuring that the team delivers high-quality service and meets departmental performance goals.

Reservation Management:

• Oversee the processing of all guest reservations acrossOTA platforms(Airbnb, Booking.com, Traveloka, etc.), ensuring that all bookings are accurately entered into the system.
• Monitor booking alterations, cancellations, and amendments to ensure smooth communication and seamless guest experiences.

Revenue Optimization Support:

• Products Cross Selling including Website bookings, Concierge service, Guest extent, etc
• Ensure the efficient management of property availability calendars, helping to prevent overbooking and ensure rate accuracy across all platforms.

Customer Service Excellence:

• Ensure that the reservation process is as smooth and user-friendly as possible, providing timely responses to guest inquiries and resolving booking-related issues.
• Act as a point of escalation for complex or high-priority guest cases, ensuring satisfactory resolutions to issues and maintaining high levels of guest satisfaction.

Performance Monitoring and Reporting:

• Track key performance metrics such as occupancy rates, booking volume, and guest satisfaction, and generate reports to present to senior management.
• Do reconciliation and ensure that all recorded reservations are correct..

OTA Listings and Maintenance:

• Work closely with the team to maintain and update property listings across all OTA platforms, ensuring consistency in property descriptions, pricing, and availability.
• Coordinate with operation teams to ensure that property is well-optimized and ready to welcome guests.

Property Owner Communication Via Account Manager:

• Serve as a liaison between property owners and the Account Manager team, providing updates on bookings, occupancy rates, and other reservation-related metrics.

System and Software Management:

• Oversee the use of reservation and property management systems, ensuring that they are fully functional and up to date.
• Suggest improvements and upgrades to systems and processes to improve booking efficiency and guest management.

Collaboration and Cross-Departmental Communication:

• Work closely with the Revenue, Operations, and Guest Services departments to ensure cohesive strategies in managing guest experiences and maximizing property revenue.

Quality Assurance:

• Regularly audit reservation processes and systems to ensure that bookings are handled efficiently and in compliance with company standards.

Qualifications required:

Educational Background:

• Bachelor's degreein Hospitality Management, Tourism, Business Administration, or a related field.

Industry Experience:

• 2-3 years of experiencein reservations or front office management in hospitality or vacation rentals.
• Strong understanding ofOTA platformsand experience with property management and reservation systems.

Technical Skills:

• Proficiency inproperty management systems (PMS),channel management systems, andreservation systems.
• Strong skills indata analysisandperformance reportingto track key metrics such as booking trends, occupancy rates, and guest satisfaction.

Leadership and Team Management:

• Proven experience in managing a team, providing guidance, training, and performance management to ensure operational excellence.

Guest Relations and Problem-Solving:

• Strongcustomer serviceandproblem-solving skills, with the ability to handle guest escalations and resolve complex booking issues efficiently.

Communication Skills:

• Excellent communication and interpersonal skills to coordinate with guests, property owners, and internal teams effectively.