Reservation Team Lead & Revenue Growth

Pertama Management; Provinsi Bali; On-site; IDR 24,000,000 - 42,000,000; Full time

Job summary

Pertama Management in Bali is seeking a Reservation Lead to guide the Reservation team in day-to-day operations. You will monitor performance metrics, handle inquiries from direct and online channels, and ensure accurate reservations including rates, availability, guest details, and payments.

You will coach agents in sales, communication, problem-solving, and service, maximize bookings through upselling and cross-selling, and coordinate with cross departments to ensure seamless guest journeys

Responsibilities

• Lead and support the Reservation team in daily operations.
• Monitor reservation performance, response time, conversion, accuracy, and productivity.
• Manage and follow up on inquiries from direct channels and online channels (booking platform).
• Ensure accurate reservations, including rates, availability, guest details, payments, and requests.
• Coach Reservation Agents in sales, communication, problem-solving, and service.
• Maximize bookings through upselling, cross-selling, and inquiry conversion.
• Coordinate with cross department to ensure seamless guest journeys.
• Monitor pick-ups, cancellations, modifications, no-shows, and booking issues.
• Ensure compliance with reservation SOPs and service standards.
• Handle escalated guest inquiries, complaints, requests, and complex reservations.
• Validate reservation records for accurate finance reporting.
• Manage guest reviews and escalate concerns to relevant departments.
• Identify operational gaps and improve reservation processes, systems, and workflows.
• Ensure accurate communication information, rates, policies, availability, and promotions.
• Support the Reservation & Revenue Manager in achieving revenue and reservation targets.
• Support Concierge upselling and ensure smooth daily operations and communications.

Job description

Pertama Management in Bali is seeking a Reservation Lead to guide the Reservation team in day-to-day operations. You will monitor performance metrics, handle inquiries from direct and online channels, and ensure accurate reservations including rates, availability, guest details, and payments.

You will coach agents in sales, communication, problem-solving, and service, maximize bookings through upselling and cross-selling, and coordinate with cross departments to ensure seamless guest journeys