Job Summary:

We are seeking a dynamic and customer-oriented individual to join our team as a Hotel Reservation Manager. In this role, you will be responsible for overseeing both the sales department and guest relations, ensuring seamless reservation processes and exceptional customer experiences. The ideal candidate should possess strong sales skills, excellent communication abilities, and a passion for providing outstanding service.

Responsibilities:

• Manage the hotels reservation system, ensuring accurate and timely processing of reservations and cancellations
• Oversee the sales department, setting sales targets, and implementing strategies to maximize revenue.
• Build and maintain relationships with corporate clients, travel agents, and online booking platforms to generate sales and drive business growth.
• Coordinate with various hotel departments, including housekeeping and front office, to ensure efficient room allocation and guest satisfaction.
• Handle guest inquiries, complaints, and special requests in a prompt and professional manner, striving to exceed guest expectations.
• Train and mentor reservation and front office staff to deliver exceptional customer service and upsell hotel amenities and services.
• Analyze sales and reservation data, prepare reports, and make recommendations to optimize revenue and occupancy rates.
• Collaborate with the marketing team to develop promotional offers and packages to attract new customers and retain existing ones.
• Stay updated on industry trends, competitor activities, and market demand to identify opportunities for business development.
• Ensure compliance with hotel policies, procedures, and quality standards throughout the reservation and guest relations processes.

Requirements

• Proven experience in hotel sales, reservation management, or guest relations, preferably in a supervisory or managerial role.
• Strong sales and negotiation skills with a track record of meeting or exceeding sales targets.
• Excellent interpersonal and communication skills, both written and verbal, with the ability to build rapport with guests and corporate clients.
• Exceptional customer service mindset and the ability to handle guest inquiries and complaints with empathy and professionalism.
• Proficiency in using hotel reservation systems and property management systems (PMS).
• Knowledge of revenue management principles, pricing strategies, and distribution channels.
• Strong organizational and multitasking abilities to handle multiple priorities and deadlines effectively.
• Analytical mindset to analyze data, identify trends, and make data-driven decisions.
• Leadership skills to motivate and develop a team of reservation and front office staff.
• Flexibility to work irregular hours, including weekends and holidays, based on business demands.
• A Degree or Diploma in hospitality management or a related field is desirable.