Role & responsibilities
Manage daily reservation operations for individual and group bookings.
Ensure all reservations are processed accurately and promptly.
Maximize room revenue through effective yield and inventory management.
Monitor room availability, occupancy forecasts, and booking trends.
Coordinate with Front Office, Sales, Revenue, Housekeeping, and F&B; departments to ensure smooth guest arrivals.
Handle VIP, corporate, travel agent, OTA, and group reservations.
Maintain accurate guest profiles and reservation records in the Property Management System (PMS).
Monitor online booking channels and ensure rate parity across all platforms.
Handle reservation modifications, cancellations, and guest inquiries professionally.
Resolve guest complaints related to reservations in a timely manner.
Prepare daily, weekly, and monthly reservation and occupancy reports.
Ensure compliance with hotel policies, SOPs, and brand standards.
Train, coach, and supervise reservation associates.
Achieve departmental service quality and revenue targets.