Reservation Manager Hotels
1 week ago
The Reservation Manager is responsible for overseeing the Hotel Global Reservation of the organization, ensuring smooth operations across all distribution channels. This role is pivotal in managing bookings, optimizing distribution strategies, and ensuring alignment with revenue goals. The individual must maintain a global perspective to address regional differences in customer behavior, market trends, and distribution channel dynamics.
What you'll be doing:
- Reservations Management
- Oversee Aerotel and Partner Hotels Global Reservation operations, ensuring seamless integration and efficiency in managing bookings worldwide.
- Oversee daily operations of the reservation department, ensuring efficient and accurate processing of bookings.
- Develop and enforce reservation policies, procedures, and standards.
- Manage and resolve customer feedback related to reservations including ensuring customer satisfaction.
- Monitor reservation trends and provide data-driven insights to management.
- Ensure seamless communication between reservations, front office, and sales teams to enhance guest experiences.
- Manage all distribution channels, including direct (brand website, mobile app) and indirect (Online Travel Agents [OTAs], Global Distribution Systems [GDS], and metasearch engines).
- Optimize channel performance to ensure maximum revenue generation and profitability.
- Negotiate and maintain relationships with third-party distribution partners.
- Oversee channel inventory management and ensure rate parity across all platforms.
- Analyse market trends and competitor activity to enhance distribution strategies.
- Collaborate with the Revenue Management team to align distribution strategies including but not limited to pricing.
- Implement dynamic pricing models and promotional campaigns across distribution channels.
- Monitor booking patterns to identify upselling and cross-selling opportunities.
- Forecast reservation demand and assist in creating pricing strategies.
- Lead and manage a global reservations team, providing training and development opportunities.
- Set performance goals and conduct regular appraisals.
- Foster a culture of collaboration, innovation, and excellence within the team.
- Communicate corporate strategies and ensure alignment with departmental objectives.
- Manage shift schedules to ensure 24/7 coverage and operational efficiency.
- Reservation accuracy and customer satisfaction scores.
- Rate parity compliance across all distribution platforms.
- Revenue growth through optimized reservation and distribution strategies.
- Staff productivity and training completion rates.
- Oversee the implementation and maintenance of the Property Management System (PMS).
- Ensure seamless integration of distribution channels with reservation systems.
- Collaborate with IT teams to troubleshoot system issues and enhance system capabilities.
- Stay updated with the latest technologies in reservations and distribution to ensure the organization remains competitive.
What you'll need:
- Minimum 5 years' management experience in an international chain hotel and experience in managing cluster reservations and/or distribution/revenue management.
- Knowledgeable on technology solutions fundamentals, setup and device configuration.
- Strong level of proficiency in Microsoft Office, Outlook, PowerPoint, Photoshop, Chinese MS applications, etc.
- Strong interpersonal skills with a presence to liaise and work with various stakeholders.
- Demonstrate problem-solving skills and ability to handle conflict situations.
- Good command of both written and spoken English, Cantonese, and Mandarin. Excellent communication skills with an understanding of cultural change are essential.
- Strong leadership and team management abilities.
- High attention to detail and a customer-centric mindset.
- Ability to adapt to a fast-paced, global environment with shift flexibility including weekends & public holidays.
Mid-Senior level
Employment typeFull-time
Job functionGeneral Business, Management, and Other
IndustriesHospitality
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