Reservation Assistant Manager

The Reservation Assistant Manager is responsible for overseeing the daily operations of the Reservations Department, ensuring that all guest reservations are handled efficiently, accurately, and in a professional manner. This role works closely with the Revenue and Sales teams to optimize room inventory, maximize revenue, and deliver excellent guest service.

The ideal candidate is experienced in hotel reservations management, demonstrates strong leadership and analytical skills, and possesses a deep understanding of revenue strategies and distribution channels.

Key Responsibilities:1. Department Operations & Supervision

• Supervise and support the reservations team to ensure all inquiries, bookings, and modifications are handled promptly and professionally.
• Monitor daily reservations activities, ensuring accuracy in guest details, rates, and booking codes.
• Ensure all bookings adhere to hotel policies, rate structures, and yield strategies.
• Manage overbooking situations effectively while minimizing guest inconvenience.

2. Revenue & Inventory Management

• Work closely with the Revenue Manager to manage room inventory and rate availability across all channels (OTA, GDS, website, corporate bookings).
• Monitor daily pick-up reports, no-shows, cancellations, and ensure accurate forecasting.
• Analyze booking trends and suggest rate adjustments or promotions to maximize occupancy and revenue.
• Ensure that negotiated and contracted rates are correctly loaded and maintained in the system.

3. Guest Relations & Service Excellence

• Maintain high standards of guest communication via email, phone, and online platforms.
• Handle VIP and group reservations personally to ensure personalized service and smooth coordination.
• Resolve guest issues or complaints related to reservations promptly and professionally.
• Maintain strong relationships with travel agents, corporate clients, and OTA partners.

4. Reporting & Analysis

• Prepare and review daily, weekly, and monthly reservation and revenue reports.
• Track and report on booking patterns, market segments, and conversion ratios.
• Support in preparing data and analysis for budget and forecast reports.

5. Training & Team Development

• Train, coach, and motivate reservation associate to ensure consistent service quality.
• Conduct regular performance reviews and identify skill gaps or training needs.
• Foster a positive and professional team environment that promotes teamwork and accountability.

6. System & Process Management

• Ensure the accuracy and efficiency of the Property Management System (PMS) and Central Reservation System (CRS).
• Liaise with IT or vendors for system-related issues or updates.
• Maintain updated knowledge of hotel packages, promotions, and room types.

Qualifications & Requirements:

• Diploma / Degree in Hospitality Management or related field.
• Minimum 3–5 years of experience in hotel reservations, with at least 2 years in a supervisory or assistant managerial role.
• Strong knowledge of PMS and CRS systems (Opera, eZee, or similar).
• Excellent communication, leadership, and problem-solving skills.
• Detail-oriented, analytical, and well-versed in revenue and yield management principles.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Able to work under pressure and meet deadlines in a fast-paced environment.

Core Competencies:

• Leadership and team management
• Revenue and analytical mindset
• Customer service excellence
• Communication and interpersonal skills
• Organizational and time management
• Adaptability and professionalism

Job Types: Full-time, Permanent

Pay: From RM2,400.00 per month

Benefits:

• Free parking
• Health insurance
• Maternity leave
• Meal provided
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person