Assistant Reservations Manager

Ventes Recruiting; Puerto Vallarta; Presencial; MXN 367.632 - 440.351; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bono de asistencia

Vouchers de supermercado

Apoyo de transporte

Bono de productividad mensual

Descripción de la vacante

Una empresa innovadora en el sector de la hospitalidad busca un Gerente de Reservas Asistente para supervisar el proceso de reservas y garantizar una experiencia de cliente excepcional. En este rol, serás responsable de gestionar reservas individuales y grupales, optimizando la comunicación con los clientes y asegurando una alta tasa de ocupación del hotel. Se requiere ser bilingüe en inglés y español, así como tener un enfoque en la atención al cliente y habilidades de liderazgo. Esta es una oportunidad emocionante para unirse a un equipo dinámico y contribuir al éxito de una empresa en crecimiento en un entorno vibrante y turístico.

Formación

• Bilingüe en inglés y español con experiencia en gestión de reservas.
• Mínimo 3 años en servicio al cliente en hoteles.

Responsabilidades

• Supervisar el proceso de reservas individuales y grupales.
• Mantener la comunicación clara con los clientes y el equipo.

Conocimientos

Atención al detalle

Comunicación clara y profesional

Habilidades de resolución de problemas

Organización y gestión del tiempo

Orientación al cliente

Liderazgo y gestión de equipos

Trabajo en equipo

Adaptabilidad

Educación

Licenciatura en Turismo

Licenciatura en Administración de Empresas

Herramientas

Cloudbeds (PMS)

Zoho CRM

WhatsApp Business

Google Sheets

Google Docs

Asana

Plataformas de pago (Stripe, OpenPay)

Descripción del empleo

This is a Fully On-Site Role Based in Nuevo Vallarta

Must be Bilingual in English and Spanish

ASSISTANT RESERVATIONS MANAGER

SUBORDINATES: Reservations Coordinator + Guest Services Coordinator

BASIC FUNCTION:

Supervise and execute the individual and group reservations process with excellence, ensuring efficient management, clear communication with clients, and a high hotel occupancy rate.

KEY OBJECTIVES:

1. Ensure a maximum response time of 24 hours for reservation requests.
2. Monitor the reservation conversion rate (from quotation to confirmation) and implement this tracking metric in Zoho CRM.
3. Ensure 100% accuracy in inventory management within Cloudbeds.
4. Implement processes to reduce cancellations and no-shows and encourage direct bookings without going through OTAs.
5. Provide a seamless booking experience with excellent customer service.

RESPONSIBILITIES AND ACTIVITIES:

RESERVATIONS MANAGEMENT

1. Receive and process individual, group, and day pass reservation requests.
2. Handle customer service via phone, email, and WhatsApp Business.
3. Advise clients on accommodation options, additional services, and current promotions.
4. Prepare and send detailed quotations.
5. Register and update reservations in Cloudbeds (PMS), ensuring accuracy in occupancy and rates.
6. Supervise payment processing for deposits and additional charges through platforms such as Stripe and OpenPay, sending confirmations and reminders.
7. Manage requests for changes, cancellations, and refunds according to established policies.
8. Coordinate with the operations team to ensure a flawless guest experience.

INTERNAL SUPERVISION AND COORDINATION

1. Monitor the reservations team's workload and optimize processes.
2. Ensure proper application of reservation and cancellation policies.
3. Coordinate with reception and operations to confirm arrivals, special requirements, and group stays through weekly supervision of the Guest List and Pre-Con.
4. Report reservation trends and incidents to the Sales Manager.
5. Ensure that all reservations are properly documented and charged.

ANALYSIS AND REPORTING

1. Prepare weekly and monthly reports on:
2. Projected vs. actual occupancy
3. Reservation conversions
4. Cancellations and no-shows, including causes and recommendations
5. Customer feedback on the reservation process
6. Identify opportunities for improvement in reservation processes and tools.

JOB PROFILE – KEY SKILLS

1. Attention to detail and accuracy in handling information.
2. Clear and professional communication skills (verbal and written).
3. Problem-solving skills and ability to handle complaints.
4. Strong organizational and time management skills.
5. High level of customer service and focus on guest satisfaction.
6. Leadership and team management skills.
7. Teamwork and ability to coordinate with other departments.
8. Adaptability and ability to work under pressure during peak seasons.

REQUIREMENTS

1. Languages: Fully bilingual in English (excellent writing and verbal communication).
2. Education: Bachelor’s degree in Tourism, Business Administration, or a related field.
3. Experience:
4. Minimum 3 years in reservations or customer service in hotels.
5. Experience with hotel management systems (PMS), preferably Cloudbeds.
6. Knowledge of payment platforms and OTA management (Booking, Expedia, etc.).

TOOLS:

1. Cloudbeds (PMS), Zoho CRM, WhatsApp Business, Google Sheets, Google Docs, Asana
2. OTA extranets
3. Credit card terminals, payment platforms such as Stripe and OpenPay
4. General office equipment

WORK SCHEDULE:

1. Monday to Friday: 8:30 AM – 5:30 PM
2. Saturday: 8:30 AM – 1:30 PM

SALARY AND BENEFITS:

1. Gross Monthly Salary: $36,200.00 MXN (Thirty-Six Thousand Two Hundred Pesos 00/100 MXN), equivalent to a gross daily salary of $1,206.67 MXN (One Thousand Two Hundred Six Pesos 67/100 MXN).
2. Monthly Sales Performance Bonuses (as per the attached productivity bonus description).
3. Grocery vouchers: $1,302.00 MXN per month, equivalent to $651.00 MXN biweekly, based on worked days.
4. Transportation support: The company provides a shuttle service.
5. Attendance bonus: $651.00 MXN (Six Hundred Fifty-One Pesos 00/100 MXN) biweekly, based on worked days.
6. Savings fund: 5% of gross monthly salary, equivalent to $1,810.00 MXN (One Thousand Eight Hundred Ten Pesos 00/100 MXN) or $905.00 MXN biweekly.
7. Savings account (optional): Minimum contribution of $100.00 MXN per biweekly period, up to a maximum equivalent to 30% of the monthly income.

PRODUCTIVITY BONUS

Monthly Productivity Bonus – Payable on the Friday following the first biweekly payroll of the next month.

1. 0.2% of the monthly room revenue recorded in Cloudbeds.
2. Example Calculation:
3. December 2024 Revenue: $349,181 (Xinalani) + $36,676 (Mixto) = $385,857 USD
4. Bonus: $385,857 x 0.2% = $772 USD
5. Total bonus in MXN: $772 x $20.27 = $15,648 MXN

SUBORDINATE ROLES

1. Reservations Coordinator

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service and Administrative

Industries

Travel Arrangements and Hospitality