Position: Reservation Manager
Job Summary:
The Reservation Manager is responsible for leading and overseeing the Reservation team across all properties under La Flora Group.
This role focuses on ensuring efficient reservation operations, maintaining service standards, optimizing booking conversion, and delivering a seamless guest booking experience.
The Reservation Manager leads a team of Reservation Agents and works closely with the Revenue, Sales, and Front Office teams to ensure accurate reservation handling, inventory management, and guest satisfaction.
Key Responsibilities
- Oversee daily reservation operations across all La Flora Group properties, ensuring accurate and timely handling of reservations, modifications, cancellations, special requests, and guest inquiries.
- Lead, coach, and develop the Reservation team to achieve service excellence, productivity targets, and booking conversion goals.
- Ensure compliance with reservation procedures, service standards, and data accuracy across all reservation systems.
- Work closely with Revenue, Sales, and Front Office teams to support inventory management, group bookings, guest arrivals, and overall commercial objectives.
- Monitor reservation performance, booking trends, and operational KPIs, providing recommendations to improve efficiency, guest satisfaction, and booking conversion.
- Conduct regular audits of reservation records, guest profiles, and booking processes to maintain accuracy and identify opportunities for continuous improvement.
- Prepare and analyze reservation reports, including booking pace, conversion, response time, cancellations, and team performance.
Qualifications
- Bachelor's degree in Hospitality Management, Tourism, Business Administration, or related field.
- Minimum 5 years of experience in Hotel Reservations, Front Office Operations, or related hospitality functions.
- At least 2 years of experience in a supervisory or managerial role.
- Experience managing a reservation team is highly preferred.
- Strong understanding of hotel reservation operations, distribution channels, and guest service standards.
- Hands-on experience with Property Management Systems (PMS), preferably Opera PMS (Server or Cloud).
- Familiarity with Channel Management systems, preferably SiteMinder or similar platforms.
- Experience managing and navigating OTA extranets, including Booking.com, Expedia, Agoda, and other major online travel agencies.
- Strong leadership, communication, and organizational skills.
- Ability to manage multiple priorities and properties simultaneously.
- Proficient in Microsoft Office applications, particularly Excel.
- Excellent command of Thai and English, both written and spoken.องบทบาท ความสำเร็จในตำแหน่ง และบทบาทนี้เหมาะสมกับองค์กรโดยรวมอย่างไร
