Assistant Reservations Manager

Position Overview

Reservations Management

• Assist with daily Reservations Department operations.
• Supervise Reservations Agents and ensure accurate, timely booking processing.
• Monitor reservations, changes, cancellations, no-shows, special requests, room blocks, group bookings, and rooming lists.
• Maintain accurate reservations in the PMS and handle escalated guest enquiries.
• Apply hotel policies for deposits, guarantees, cancellations, and credit.

Revenue Management

• Support revenue and pricing strategy implementation.
• Monitor occupancy, ADR, RevPAR, room revenue, booking pace, pickup, cancellations, and demand.
• Assist with dynamic pricing and rate or inventory adjustments.
• Support restrictions such as CTA, CTD, MinLOS, and Stop Sell when required.
• Assist with weekly and monthly forecasting and revenue projections.

Distribution and Analysis

• Monitor rates and availability across Brand.com, OTAs, GDS, wholesalers, and other channels.
• Maintain rate parity and optimize inventory allocation across distribution channels.
• Monitor competitor rates, promotions, packages, market demand, seasonality, and local events.
• Prepare reports covering occupancy, revenue, ADR, RevPAR, pickup, forecasts, channels, cancellations, conversion, and market performance.

Team and Department Coordination

• Supervise, coach, train, and support Reservations team members.
• Allocate daily responsibilities and monitor productivity, accuracy, and response times.
• Coordinate with Sales, Marketing, Front Office, Housekeeping, and Finance on commercial and operational matters.
• Participate in revenue meetings and communicate changes to rates, restrictions, promotions, and inventory.

Qualifications and Experience

• Bachelor's degree or diploma in Hospitality Management, Hotel Management, Business Administration, Revenue Management, or a related field.
• Minimum three to five years of hotel experience, preferably in Reservations, Revenue Management, or Rooms Division.
• Strong knowledge of hotel reservations, revenue management principles, Microsoft Excel, and hotel reporting systems.
• Opera PMS or an equivalent hotel PMS experience is highly preferred.
• Knowledge of RMS, channel managers, CRS, OTA, and GDS platforms is an advantage.
• Experience in a four- or five-star hotel environment is preferred.

Key Performance Indicators

• Occupancy percentage, ADR, RevPAR, room revenue, forecast accuracy, and booking conversion rate.
• Reservation response time, upselling revenue, cancellation and no-show ratio, and direct booking contribution.
• OTA and channel production, rate parity compliance, market share, competitive performance, and reservations-related guest satisfaction.