Assistant Reservation Manager

Job Summary

The Assistant Reservation Manager supports the Reservations Department in managing daily operations, ensuring accurate room bookings, maximizing room revenue, and maintaining excellent guest service standards. This role supervises the reservations team, assists in forecasting occupancy, and ensures that all reservation processes are handled efficiently and professionally.

Key Responsibilities

1. Reservation Operations

• Oversee daily reservation activities to ensure accuracy, efficiency, and timely handling of all bookings.

• Ensure all reservations—telephone, email, online, and corporate—are processed according to hotel standards.

• Verify room availability, rates, and booking restrictions before confirmation.

• Monitor overbooking levels and coordinate with Front Office to manage room allocation.

2. Revenue & Forecasting

• Assist in monitoring room inventory and optimizing occupancy and revenue.

• Support the development of daily, weekly, and monthly reservation forecasts.

• Coordinate with the Sales & Marketing team to ensure promotions, packages, and rate codes are updated correctly.

• Identify trends in booking patterns and assist in implementing improvement strategies.

3. Team Leadership & Training

• Supervise and guide the Reservations team to ensure high service performance.

• Provide training on reservation procedures, PMS usage, upselling techniques, and customer service.

• Conduct regular briefings and update the team on booking policies, promotions, and hotel information.

4. Guest & Client Relations

• Handle special requests, VIP bookings, group reservations, and corporate accounts.

• Manage guest complaints or concerns related to reservations in a professional manner.

• Maintain strong communication with travel agents, corporate clients, and repeat guests.

5. System & Administrative Duties

• Ensure accuracy of data entered into the Property Management System (PMS).

• Review daily reservation reports, no-show reports, and arrival lists.

• Update booking channels and liaise with OTA partners when necessary.

• Ensure reservation policies, procedures, and standards are consistently followed.

6. Other Responsibilities

• Support the Reservation Manager in departmental planning and decision-making.

• Ensure proper documentation and filing of reservation records.

• Perform any additional tasks assigned by management.

Job Requirements

• Minimum Diploma or Degree in Hospitality Management or related field.

• At least 2–3 years of experience in Reservations; supervisory experience is an advantage.

• Strong knowledge of hotel PMS (Opera).

• Excellent communication skills in English and Bahasa Melayu.

• Strong analytical, leadership, and customer service skills.

• Ability to handle pressure, multitask, and meet deadlines.

• Flexible with working hours, including weekends and public holidays when required.