Assistant Reservations Manager

Position Overview

The Assistant Reservations & Revenue Manager plays a crucial role in supporting the hotel's Reservations and Revenue departments to maximize room revenue, increase occupancy, boost profitability, and improve guest satisfaction. Reporting to the Reservations & Revenue Manager or Director of Revenue, this full-time onsite role involves close collaboration across departments to align on commercial strategies and optimize room inventory and pricing in response to market demands.

Key Responsibilities

• Support day-to-day Reservations operations and supervise Reservations Agents to ensure accurate, timely booking processing.
• Manage reservations including amendments, cancellations, no-shows, special requests, VIP, corporate, group, and special event bookings, ensuring proper entry in the Property Management System (PMS).
• Apply hotel policies related to deposits, guarantees, cancellations, and credit, handling complex reservations and escalated guest inquiries professionally.
• Promote upselling and cross-selling techniques to maximize revenue from each booking.
• Assist Revenue Management by monitoring occupancy, average daily rate (ADR), revenue per available room (RevPAR), booking trends, cancellations, and future demand to support dynamic pricing and restriction implementations such as CTA, CTD, MinLOS, and Stop Sell.
• Help prepare weekly and monthly revenue forecasts and analyze performance against budgets and historical data.
• Oversee distribution channels including brand website, OTAs, GDS, wholesalers, and maintain rate parity and accurate information across platforms.
• Coordinate with e-commerce partners to resolve rate, availability, and content discrepancies and monitor promotions to ensure accurate implementation.
• Conduct market and competitor research to identify opportunities for improving occupancy, ADR, RevPAR, and market share.
• Prepare regular reports covering occupancy, revenue, booking pace, channel production, cancellation patterns, conversion rates, and market analysis for management review.
• Lead, coach, and develop the Reservations team, assigning responsibilities, monitoring productivity, providing training on hotel products and sales techniques, and encouraging performance aligned with revenue goals.
• Collaborate with Sales & Marketing, Front Office, Housekeeping, and Finance departments to ensure smooth communication and coordination related to room availability, VIP guests, inventory status, billing, and credit matters.

Qualifications & Experience

• Bachelor’s degree or diploma in Hospitality Management, Hotel Management, Business Administration, Revenue Management, or related discipline.
• 3 to 5 years of experience in hotel operations, especially in Reservations, Revenue Management, or Rooms Division with prior supervisory or assistant managerial roles preferred.
• Solid understanding of hotel reservation procedures and revenue management practices.
• Proficiency with Opera PMS or similar property management systems is highly desirable.
• Experience using RMS, channel management software, CRS, OTA, and GDS platforms is an advantage.
• Strong skills in Microsoft Excel and hotel-based reporting tools.
• Background working in 4- or 5-star hotel environments is preferred.

Key Performance Indicators (KPIs)

• Occupancy percentage, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR).
• Room revenue, forecast accuracy, and booking conversion rates.
• Reservation response times, upselling revenue, and cancellation/no-show ratios.
• Contribution from direct bookings, OTA and channel production, and adherence to rate parity.
• Market share, competitive performance, and guest satisfaction related to reservations.