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Our client is searching for a dynamic and highly skilled Reservations Manager to take the lead in driving exceptional reservation operations. This role offers the opportunity to elevate revenue performance, inspire a high‑performing team, and craft a flawless guest booking experience that embodies the luxury and excellence of their resort.
RESPONSIBILITIES:
Reservations Management
- Drive new villa and suite bookings through proactive outreach to new, repeat, and in
- Ensure all inquiries (phone, email, web, and trade) are responded to within 24 hours.
- Re-engage past guests and nurture long-term loyalty through thoughtful follow-up.
- Manage all reservation details through Opera PMS, including timely follow-ups on
- pending or unresponsive leads.
- Compile guest arrival and departure details and hand over confirmed reservations
- seamlessly to Guest Services and Concierge team.
- Collaborate with Events, Sales & Marketing, and Tourist Board partners to drive group
- leads, roadshows, and promotional initiatives.
Team Management
- Inspire team members to achieve sales and reservation targets through regular coaching, performance feedback, and recognition of achievements.
- Conduct regular training sessions to improve team skills in customer service, sales techniques, and software tools, ensuring adherence to quality standards.
- Track and analyze key performance indicators (KPIs) to assess team productivity and adjust strategies to meet business objectives.
- Manage team schedules to ensure optimal coverage, allowing timely responses to inquiries and efficient handling of booking requests.
- Coordinate between Reservations, Sales, Guest Services, and Marketing to ensure consistent service and seamless guest experiences.
- Address and resolve any internal conflicts or customer-related issues promptly, promoting a positive work environment and maintaining high morale.
- Regularly update management on team performance, guest feedback, and reservation trends, and provide input for process improvements.
Guest Services Support
- Support the Guest Services team during high-demand periods, assisting with guest check-ins, departures, and inquiries.
- Prepare for arrivals with booking agreements and organize guest activities, fostering a smooth transition from booking to guest experience.
- Coordinate with nearby BVI partners during events to ensure seamless guest services.
- Billing and Payments
- Handle all reservation-related payments, including deposits and final balances.
- Review final bills with guests before checkout to confirm accuracy and close out in house reservations as needed.
- Process tour operator invoices, travel agent commissions, and other billing-related tasks promptly and accurately.
Revenue, Budget and Report Management
- Maintain weekly, monthly and quarterly reporting including revenue reports, inquiry and lead performance, pacing reports, occupancy forecasts, month end reports, etc.
- Lead weekly forecasting reviews, analyzing booking pace, source-market performance, and stay patterns to adjust strategies proactively.
- Ensure rate parity across direct, tour operators, OTA, and GDS channels, protecting the resort’s positioning and perceived value.
- Oversee the accuracy of rates, inventory availability, and promotions across SynXis, tour operator extranets, consortia, other partners, and internal systems.
- Design packaged rates, extended stay offers or high-impact offers aligned with market conditions and brand identity.
- Develop strategies to attract long-stay guests, multi-villa group bookings, private buyouts, and early festive commitments.
- Prepare conversion rates, channel profitability, lead responses times, peak search patterns to guide strategic decisions.
Sales and Marketing Collaboration
- Update travel trade websites and portals, booking platforms and internal systems with current availability, rates, and promotional packages.
- Work alongside Sales & Marketing to implement website specials and seasonal offerings and packages, and promotional campaigns.
- Host and manage familiarization (FAM) trips and site visits as required, ensuring an elevated experience that reflects the brand.
Opera System Management
- Train new team members in Opera system, ensuring accuracy in reservations management and reporting.
- Maintain rate codes, inventory, and system updates as required for operational accuracy.
- Generate relevant reports on occupancy, inquiries, owner bookings, and monthly pacing for strategic planning.
REQUIREMENTS:
- Minimum of 3 years’ management experience in luxury reservations management.
- Proficiency in Opera PMS and Microsoft Office Suite.
- Demonstrated success in meeting or exceeding revenue and sales targets.
- Exceptional written and verbal communication skills in English, with a refined guest service approach.
- Strong organization, multitasking ability, and attention to detail in a fast-paced environment.
- Must possess a valid driver’s license and meet any training/licensing requirements as specified.
- Bachelor’s degree preferred.
- Flexibility to attend sales missions, trade shows, and industry events locally and internationally.
- High attention to detail and a commitment to maintaining 5-star service standards.
- Willingness to take on varied duties based on seasonal business demands.
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