Supervise daily reservations operations and ensure timely, accurate handling of booking enquiries and requests. Manage individual, corporate, group and long-stay reservations, including amendments and cancellations. Monitor room availability, rates, inventory and booking conditions. Ensure accurate reservation details, guest profiles, payment guarantees and booking documentation. Coordinate with Revenue Management, Sales & Marketing, Front Office and Finance to support hotel commercial objectives. Support revenue generation through upselling, booking conversion and implementation of approved pricing strategies. Monitor tentative bookings, deposits, cancellations, no-shows and outstanding enquiries. Handle guest enquiries and reservation-related complaints professionally. Supervise, coach and support Reservations Agents to achieve service and performance targets. Prepare reservation reports and monitor booking trends and departmental performance. Maintain compliance with Accor standards, hotel procedures and guest data protection requirements.
Diploma or Bachelor's Degree in Hospitality Management, Hotel Administration, Business Administration or a related field. Minimum 2 years of hotel reservations experience, preferably with supervisory or senior Reservations Agent experience. Strong knowledge of reservation procedures, room inventory, rates and revenue management principles. Experience with Opera PMS/Opera Cloud and Microsoft Office is preferred. Excellent communication, organizational and problem-solving skills. Good command of written and spoken English. Strong leadership skills and the ability to supervise, coach and motivate a team. Additional languages are an advantage.
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