Assistant Reservations Manager

SCOPE

Reporting to the Director of Revenue Management or designate, the Assistant Reservations Manager plays a pivotal role in driving the hotel’s revenue performance across all segments. This position is focused on managing both national and international accounts, ensuring seamless handling of individual bookings while maximizing profitability.

OVERALL OBJECTIVES

• Strategically manage room allocations to achieve peak occupancy, maximize average daily rate, and deliver targeted revenue results.
• Review daily reservations and arrivals to guarantee rate compliance across all segments and sources.
• Oversee the Reservations team in their daily operations, including handling pick-ups, travel agent commissions, and client communications.
• Inspire and guide a motivated team skilled in up-selling and conversion, adapting to business demand.
• Create a positive work environment that enhances employee engagement while maintaining discipline in line with hotel standards and local regulations.
• Conduct annual evaluations, oversee recruitment, and deliver training aligned with Kempinski service excellence.
• Keep the department updated on evolving customer profiles, promotions, and packages, while monitoring competitor activity.
• Ensure all contracted rates and package breakdowns are correctly loaded and aligned with finance requirements.
• Maintain strong relationships with other departments to guarantee smooth service delivery.
• Track reservation pick-up trends, prepare monthly action plans, forecasts, accruals, and commission invoices.
• Follow up on missed opportunities and provide insights to senior leadership for future strategy.
• Additional responsibilities and tasks as assigned.

REQUIREMENTS

• Minimum O levels or Diploma in Hospitality Management.
• Excellent communication skills.
• Minimum 2 year experience in a similar capacity.
• Ability to maintain highest standards of professionalism, ethics, grooming and attitude.
• Willingness to work on rotating shifts, weekends and public holiday.
• Knowledge of SynXis Central Reservation System (CRS), Confirmation - Serenata Customer Relationship Management (CRM) solution, Onyx CenterSource (commission payment solution) and Nor1 hotel upsell solution will be an advantage.
• Knowledge of Opera PMS (Version 5 and Cloud) is imperative.