Assistant Reservation Manager

What is the job?

The Assistant Reservations Manager oversees the daily operations of the Reservations Department, ensuring smooth and efficient workflows. This role supports departmental coordination and is focused on delivering personalized, exceptional service to enhance guest satisfaction even before arrival, contributing to a positive overall guest experience.

Your day to day

• Serve as the key point of contact between guests and the hotel, ensuring a seamless and welcoming pre-arrival experience.
• Ensure efficient and effective daily reservations operations.
• Manage and maintain the reservations database, ensuring accuracy and data integrity. Respond to all communications within the standard 24-hour response time.
• Ensure ARI (Availability, Rates, and Inventory) is accurately maintained across Opera and all distribution channels.
• Adhere to all standard operating procedures (SOPs), brand standards, and departmental policies for reservations.
• Work closely with the Sales & Events team on contract and group-related matters.Work closely with the Director of Sales & Marketing and IHG Revenue Services to optimise room revenue.
• Maintain up-to-date knowledge of special rates, offers, and promotions. Produce detailed monthly reports as required.Prepare reservations-related reports as required. Prepare monthly OTA accrual report as required.
• Process LCU as required. Participate in key meetings, include but not limited to Sales & Marketing meeting, etc.
• Effectively utilize IHG systems and Tools including but not limited to Opera and Concerto to streamline operations.
• Represent the hotel at trade shows, functions and exhibitions as directed.
• Perform any other duties which may be assigned by the management from time to time.

What we need from you

• Diploma, Degree, higher education qualification, or equivalent in Reservations, Hospitality Management, or a related field.
• Proficiency in hotel systems, including Opera, CRS, and Delphi.
• At least four (4) years of experience in Reservations, including direct supervisory experience managing a reservations team.
• Experience in an upper-midscale or full-service hotel is preferred.
• Strong knowledge of local businesses, market conditions, and business trends.
• Excellent written and verbal communication skills, with the ability to negotiate, persuade, influence, and drive sales effectively.
• Flexibility to adapt working hours according to business demands.
• Proficiency in written and spoken English is required, along with proficiency in the local language(s).

No 1919, Menara Sentral, Jalan Juru Sentral, 14000 Bukit Mertajam, Penang