Reservation and Ecommerce Manager

Position Purpose

The Reservations & E-Commerce Manager is responsible for maximizing room revenues, occupancy, and profitability by combining hands-on leadership of the daily reservation's operations with strategic management of all online distribution channels. This role drives the resort's e-commerce strategy—optimizing the brand website and online travel agency (OTA) profiles—while ensuring the on-property reservations team delivers an efficient, high-touch, and luxury-grade booking experience for transient, wholesale, and wellness retreat guests.

Essential Functions

1. E-Commerce & Digital Distribution Management

Manage OTA platforms such as Agoda, Booking.com, Expedia, and TripAdvisor to ensure rate parity, accurate content, and strong online visibility.

Update the resort website and booking engine with current promotions, room information, images, and rates.

Support SEO, digital marketing campaigns, and email marketing to increase direct bookings.

Monitor competitor pricing and online promotions, providing market updates to the Assistant Director of Sales & Marketing.

Respond promptly to online inquiries, OTA messages, and reservation requests.

2. Reservations Operations & Team Leadership

Supervise daily reservation operations and ensure all bookings are handled accurately and professionally. Maintain accurate reservation records in the PMS and Channel Manager systems.

Monitor booking trends, account production, and support rate and inventory strategies.

Manage room allotments, restrictions, and availability across all channels.

Oversee reservation administration, guest correspondence, billing, and deposit verification.

3. Relationship Building & Collaboration

Build strong relationships with OTA account managers and online travel partners.

Coordinate with Front Office, Sales, and Management teams regarding booking trends and occupancy updates.

Prepare daily, weekly, and monthly reservation and production reports for management review.

Qualification Standards

Education

Bachelor's degree in Hotel Management, Business Administration, Marketing, E-Commerce, or related field.

Experience

Minimum 3–5 years experience in Hotel Reservations, E-Commerce, or Digital Distribution.

Experience managing OTA platforms such as Agoda and Booking.com, including PMS and Channel Manager systems.

Essential Skills

Strong communication skills in both English and Thai.

Proficient in PMS, CRS, booking engines, and hospitality systems.

Good leadership, organizational, and team management skills.

Preferred Qualifications

Experience in luxury resorts or high-volume leisure properties.

Basic knowledge of SEO, Google Analytics, and CMS platforms.

Personal Attributes

Positive attitude with strong service mind.

Able to work under pressure and maintain professional standards.