• Develop and execute strategic plans to optimize room occupancy and revenue performance across all accommodation types and packages.
  
• Lead the daily operations of the reservations team, ensuring efficient workflows, system accuracy, and adherence to SOPs.
  
• Manage room inventory through effective yield and revenue management techniques to boost ADR and RevPAR.
  
• Monitor industry trends, competitor rates, and market forecasts to guide pricing and availability decisions.
  
• Increase direct booking channels (website, email, phone) using proactive sales tactics and upselling techniques.
  
• Identify new B2B opportunities including group bookings, travel agency partnerships, and corporate contracts.
  
• Collaborate with the sales and marketing teams to develop tailored promotions and compelling packages.
  
• Represent the hotel in client meetings and presentations where necessary.
  
• Analyze booking data and trends to inform pricing, forecasting, and sales strategies.
  
• Produce detailed reports (daily, weekly, monthly) covering occupancy, revenue, booking channels, and performance KPIs.
  
• Leverage data insights to fine-tune marketing and reservation initiatives for better conversion.
  
• Ensure a professional, efficient, and personalized reservation process for all guests.
  
• Handle special requests and complaints with tact, ensuring guest satisfaction from the booking stage onward.
  
• Maintain strong communication with returning guests and travel partners to foster loyalty.
  
• Recruit, onboard, and develop reservations staff with a focus on performance and professional growth.
  
• Conduct regular training, appraisals, and one-on-one coaching sessions.
  
• Collaborate cross-functionally with Front Office, Sales, and Operations to ensure seamless guest service.
  
• Manage and maintain the Property Management System (PMS)—preferably Opera—and other booking platforms.
  
• Ensure accurate data entry, proper payment processes, and compliance with privacy and data regulations.
  
• Oversee OTA extranet listings and ensure accurate room rates and availability are reflected.
  
  

Requirements

• Bachelor’s degree in Hospitality Management, Business, Marketing, or a related analytical field.
  
• 3–7 years of progressive experience in hotel/resort reservations, ideally in high-traffic or event-driven environments.
  
• Strong data interpretation skills with a proven ability to make informed revenue-generating decisions.
  
• Proven sales skills with measurable success in achieving or exceeding targets.
  
• Excellent verbal and written communication skills, with a client-first approach.
  
• Advanced proficiency in PMS (preferably Opera), channel management tools, and OTA platforms.
  
• Proficiency in Excel and other reporting tools.
  
• Strong organizational skills and a proactive, hands-on approach to problem solving.
  
• Flexibility to work evenings, weekends, and holidays as needed.