Assistant Reservations Manager

Departmental Leadership & Daily Operations

• Serve as the operational head of the reservations department, managing daily workflows, shift handovers, and agent schedules.
  
  
• Supervise, coach, and train reservation agents on booking procedures, phone etiquette, and strategic upselling tactics.
  
  
• Act as the direct liaison for escalated guest inquiries, complex bookings, VIP reservations, and group rooming lists.
  
  
• Maintain high standards of data entry accuracy across all reservations to ensure clean revenue tracking and reporting.
  2. Direct Revenue Strategy Execution
• Work directly with the Director of Revenue Management to implement daily rate changes, yield strategies, and stay controls (MinLOS, CTA/CTD) across the PMS, CRS, and OTAs.
  
  
• Monitor daily inventory, room availability, and overbooking thresholds to optimize occupancy and prevent revenue spoilage.
  
  
• Conduct regular rate parity checks across OTAs and metasearch channels, taking immediate action to address and resolve pricing discrepancies.
  
  
• Manage group blocks, cut-off dates, deposit tracking, and billing details in close coordination with Sales and Revenue Management.
  
  

3. Channel & System Administration

• Ensure seamless, error-free connectivity between the PMS, Channel Manager, CRS, and third-party booking channels.
  
  
• Audit daily reservations for proper market segmentation, origin coding, rate code mapping, and travel agency commission structures.
  
  
• Assist the Director of Revenue Management in setting up new promotions, rate plans, and packages across all distribution platforms.
  
  

4. Reporting & Communication

• Compile daily pickup reports, pace updates, denial/cancellation logs, and call conversion stats for the Director of Revenue Management.
  
  
• Active participation in weekly revenue strategy meetings, providing operational feedback on booking pace, market trends, and lead times.
  
  

Experience & Knowledge

• Education: Diploma or Bachelor’s degree in Hospitality Management, Business, or a related field.
  
  
• Experience: 3+ years in hotel reservations or front desk, including at least 1–2 years in a supervisory or senior capacity.
  
  
• Tech Proficiency:
  
  
  • Property Management Systems (e.g., Opera PMS, Cloudbeds, Mews).
    
    
  • Central Reservation Systems (CRS) and Channel Managers (e.g., SiteMinder, RateGain).
    
    
  • OTA Extranets (Expedia Partner Central, Booking.com Partner Hub) and GDS processes.
    
    
  • Intermediate-to-advanced Microsoft Excel / Google Sheets for reporting