Operational Duties
- Oversee daily reservations operations and ensure accurate handling of bookings, amendments, and cancellations
- Monitor room availability, rates, and inventory across all distribution channels
- Ensure correct application of rate codes, packages, and promotions
- Coordinate closely with Front Office, Sales, Revenue Management, and Housekeeping teams
- Handle complex reservations, VIP bookings, and group allocations
Team Supervision
- Assist in training, coaching, and motivating reservation staff
- Monitor staff performance and ensure adherence to SOPs
- Prepare duty rosters and support manpower planning
Revenue & Yield Support
- Support revenue optimization by upselling rooms and services
- Ensure compliance with pricing strategies and revenue policies
- Track pick-up reports, forecasts, and booking trends
- Assist in analyzing reservation data and preparing reports
Guest Service & Quality
- Handle guest queries, complaints, and special requests professionally
- Ensure high standards of service and brand compliance
- Maintain guest profiles and ensure accurate data entry in the system
Administrative Responsibilities
- Prepare daily, weekly, and monthly reservation reports
- Maintain records, logs, and departmental documentation
- Ensure compliance with audit, payment, and cancellation policies