Reservation Manager

PT. Turnkey Properties Indonesia (Betterplace Property Management & Real Estate); Provinsi Bali; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A property management company in Bali is seeking an OTA Reservation Manager to oversee daily operations of the Reservations team while ensuring smooth handling of guest bookings. The role emphasizes optimizing guest experiences and revenue management through effective communication with property owners and collaboration with the Revenue Manager. Candidates should have a Bachelor's in Hospitality or related field and 2-3 years of relevant experience. Strong team management and problem-solving skills are essential.

Qualifications

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• 2-3 years of experience in reservations or front office management in hospitality or vacation rentals.
• Strong understanding of OTA platforms and experience with property management and reservation systems.
• Proficiency in PMS, channel management systems, and reservation systems.
• Proven experience in managing a team, providing guidance and performance management.
• Strong customer service and problem-solving skills.

Responsibilities

• Lead and supervise the Reservations team ensuring guest inquiries and bookings are handled smoothly.
• Oversee processing of guest reservations across OTA platforms ensuring accuracy.
• Ensure efficient management of property availability calendars.
• Monitor key performance metrics such as occupancy rates and guest satisfaction.
• Work closely with Revenue, Operations, and Guest Services departments.

Skills

Data analysis

Problem-solving

Customer service

Team management

Communication

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Tourism

Bachelor's degree in Business Administration

Tools

Property management systems

Channel management systems

Reservation systems

Job description

Job Summary:
The OTA Reservation Manager is responsible for overseeing the day‑to‑day operations of the Reservations team, ensuring smooth processing of guest bookings and maximizing revenue through strategic collaboration with the Revenue Manager. This role focuses on optimizing guest experiences, managing OTA platforms, and maintaining strong communication with property owners while leading the Reservations team to achieve departmental goals.

Key Responsibilities

Leadership and Team Supervision

• Lead and supervise the Reservations team, ensuring the smooth handling of guest inquiries, bookings, and reservation modifications.
• Train, mentor, and guide junior staff, ensuring that the team delivers high‑quality service and meets departmental performance goals.

Reservation Management

• Oversee the processing of all guest reservations across OTA platforms (Airbnb, Booking.com, Traveloka, etc.), ensuring that all bookings are accurately entered into the system.
• Monitor booking alterations, cancellations, and amendments to ensure smooth communication and seamless guest experiences.

Revenue Optimization Support

• Ensure the efficient management of property availability calendars, helping to prevent overbooking and ensure rate accuracy across all platforms.
• Ensure that the reservation process is as smooth and user‑friendly as possible, providing timely responses to guest inquiries and resolving booking‑related issues.
• Act as a point of escalation for complex or high‑priority guest cases, ensuring satisfactory resolutions to issues and maintaining high levels of guest satisfaction.

Performance Monitoring and Reporting

• Track key performance metrics such as occupancy rates, booking volume, and guest satisfaction, and generate reports to present to senior management.
• Do reconciliation and ensure that all recorded reservations are correct.

OTA Listings and Maintenance

• Work closely with the team to maintain and update property listings across all OTA platforms, ensuring consistency in property descriptions, pricing, and availability.
• Coordinate with operation teams to ensure that the property is well‑optimized and ready to welcome guests.

Property Owner Communication Via Account Manager

• Serve as a liaison between property owners and the Account Manager team, providing updates on bookings, occupancy rates, and other reservation‑related metrics.

System and Software Management

• Oversee the use of reservation and property management systems, ensuring that they are fully functional and up to date.
• Suggest improvements and upgrades to systems and processes to improve booking efficiency and guest management.

Collaboration and Cross‑Departmental Communication

• Work closely with the Revenue, Operations, and Guest Services departments to ensure cohesive strategies in managing guest experiences and maximizing property revenue.

Quality Assurance

• Regularly audit reservation processes and systems to ensure that bookings are handled efficiently and in compliance with company standards.

Qualifications

Educational Background

• Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.

Industry Experience

• 2-3 years of experience in reservations or front office management in hospitality or vacation rentals.
• Strong understanding of OTA platforms and experience with property management and reservation systems.

Technical Skills

• Proficiency in property management systems (PMS), channel management systems, and reservation systems.
• Strong skills in data analysis and performance reporting to track key metrics such as booking trends, occupancy rates, and guest satisfaction.

Leadership and Team Management

• Proven experience in managing a team, providing guidance, training, and performance management to ensure operational excellence.

Guest Relations and Problem‑Solving

• Strong customer service and problem‑solving skills, with the ability to handle guest escalations and resolve complex booking issues efficiently.

Communication Skills

• Excellent communication and interpersonal skills to coordinate with guests, property owners, and internal teams effectively.