Assistant Manager - Reservation

SmartRecruiters, Inc.; Ernakulam; On-site; INR 391,000 - 670,000; Full time

Job summary

SmartRecruiters, Inc. in Kerala is seeking a Hotel Reservations Manager to lead reservations and guest services, ensuring accurate guest folios and VIP handling.

You will forecast occupancy, prepare monthly reports, train staff, manage corporate accounts, and optimize revenue through upselling while maintaining high service standards. Strong English and reservation systems experience are essential.

Qualifications

• Minimum 2-3 years of professional experience in Reservations, Front Office, or Guest Services within the hospitality industry.
• Excellent verbal and written communication skills in English; additional languages are highly preferred
• Strong proficiency with hotel reservation systems and booking platforms
• Demonstrated ability to multitask effectively in a fast-paced environment while maintaining accuracy
• Exceptional organizational and time management skills with strong attention to detail
• Proven ability to handle guest requests with professionalism, discretion, and problem-solving capabilities
• Solid understanding of revenue management principles and upselling techniques
• Strong data entry skills with a commitment to maintaining accurate records
• Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment
• Customer service orientation with a genuine passion for creating positive guest interactions

Responsibilities

• Plan & prepare forecasts on a timely basis for review.
• Plan & prepare monthly reports, forecasts and other relevant reports.
• Ensure that the various monthly statistical reports are generated and assist in the development of occupancy forecasts for the annual budget.
• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Ensure that the team has been trained for all safety provisions.
• Identify optimal, cost effective use of the resources and educate the team on the same.
• Maintain and update corporate database, entering guest bookings to ensure guest information / records are kept up to date and accurate for future events.
• Assist in the development of occupancy forecasts for the annual budget.
• Ensure that team refers to guest history before creating a Guest folio to follow special instruction in case of regular and VIP Guests.
• Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability
• Ensure that the corporate account number is recorded on the Guest Folio to help monitor quantum of business generated through respective companies.
• Give discounts and corporate rates, as per the company's policy.
• Supervise and delegate work to reservation associate
• Ensure that all reservations are recorded as per standard procedures.
• Handle additional responsibilities as and when delegated by the Management.

Skills

Reservations experience

Front office skills

Customer service

Communication skills

Team leadership

Tools

Hotel reservation systems

Job description

• Ensure proper selling techniques and strategies are utilized to maximize room revenues.
• Coordinate all duties and responsibilities of the reservation department ensuring a high level of accuracy and efficiency.
• Any matter which may effect the interests of the hotel should be brought to the attention of the Management.

Key Responsibilities:

• Plan & prepare forecasts on a timely basis for review.
• Plan & prepare monthly reports, forecasts and other relevant reports.
• Ensure that the various monthly statistical reports are generated and assist in the development of occupancy forecasts for the annual budget.

People Management

• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Ensure that the team has been trained for all safety provisions.
• Identify optimal, cost effective use of the resources and educate the team on the same.
• Maintain and update corporate database, entering guest bookings to ensure guest information / records are kept up to date and accurate for future events.
• Assist in the development of occupancy forecasts for the annual budget.

Operational Management

• Ensure that team refers to guest history before creating a Guest folio to follow special instruction in case of regular and VIP Guests.
• Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability
• Ensure that the corporate account number is recorded on the Guest Folio to help monitor quantum of business generated through respective companies.
• Give discounts and corporate rates, as per the company's policy.
• Supervise and delegate work to reservation associate
• Ensure that all reservations are recorded as per standard procedures.
• Handle additional responsibilities as and when delegated by the Management.

Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizationalgoals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness;
• Ability to accept responsibility;
• Self confidence, motivation, drive and tenacity;
• Ability to enhance organizational performance;
• Ability to clearly delegate tasks and responsibilities;
• Ability to think strategically, inductively, and creatively;
• and the propensity to recognize and acknowledge other peoples’ ideas.

Qualifications

• Minimum 2 - 3 years of professional experience in Reservations, Front Office, or Guest Services within the hospitality industry
• Excellent verbal and written communication skills in English; additional languages are highly preferred
• Strong proficiency with hotel reservation systems and booking platforms
• Demonstrated ability to multitask effectively in a fast-paced environment while maintaining accuracy
• Exceptional organizational and time management skills with strong attention to detail
• Proven ability to handle guest requests with professionalism, discretion, and problem-solving capabilities
• Solid understanding of revenue management principles and upselling techniques
• Strong data entry skills with a commitment to maintaining accurate records
• Ability to work collaboratively with cross-functional teams in a supportive and inclusive environment
• Customer service orientation with a genuine passion for creating positive guest interactions