Key Responsibilities :

1. Leadership & Team Management

• Supervise, train, and develop the reservations/front office team.
• Foster a culture of service excellence, accountability, and continuous improvement
• Monitor team performance, call quality, and conversion rates

2. Reservations Operations

• Manage all reservations (direct, OTA, corporate, and travel agents)
• Ensure accurate and timely handling of bookings, amendments, and cancellations
• Maintain up-to-date room inventory, rates, and availability in all systems
• Monitor daily arrivals, VIP bookings, and special requests
• Ensure smooth communication of reservation details to relevant departments

3. Guest Experience

• Deliver a high standard of service across all guest interactions (phone, email, online)
• Personalize bookings by capturing guest preferences and requirements
• Handle guest complaints, special requests, and VIP arrangements professionally
• Support the delivery of a unique and memorable boutique experience

4. Revenue & Performance Management

• Maximize occupancy and revenue through effective yield and inventory management
• Implement upselling strategies (room upgrades, packages, experiences)
• Monitor booking trends, demand patterns, and pick-up rates
• Support pricing strategies

5. Reporting & Administration

• Prepare daily, weekly, and monthly reports on reservations and performance
• Track key indicators such as occupancy, revenue, cancellations, and no-shows
• Maintain accurate reservation records and documentation
• Ensure compliance with company SOPs and audit requirements

6. Cross-Department Coordination

• Liaise with Operation and Finance teams for any reservation issues or upgrades
• Ensure alignment on room availability, group bookings, and guest needs
• Support promotional campaigns and special offers

7. Key Performance Indicators (KPIs)

• Occupancy Rate (%)
• Revenue per Available Room (RevPAR)
• Conversion Rate (inquiries to bookings)
• Upselling Revenue
• Guest Satisfaction Scores