Reservations Team Lead - Guest Experience & Revenue

Talent Recruit; Kajang; On-site; MYR 56,000 - 89,000; Full time

Job summary

Talent Recruit is seeking an Assistant Reservation Manager for a luxury resort. This role supports the Reservation Manager in overseeing all reservation activities and driving guest satisfaction.

You will lead the reservations team, ensure accurate bookings, manage occupancy strategies, and collaborate with sales and front desk to deliver seamless guest experiences. Strong leadership, communication, and software proficiency are essential.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• Proven experience in a reservations role within hospitality.
• Strong customer service and communication skills.
• Proficiency in reservation software and systems.
• Excellent organizational and time management skills.
• Ability to work under pressure and handle multiple tasks efficiently.
• Strong problem-solving skills.

Responsibilities

• Assist the Reservation Manager in managing daily reservation operations.
• Ensure accuracy and efficiency in the booking process, from inquiries to confirmations.
• Handle complex reservation requests and resolve issues promptly.
• Provide exceptional customer service to guests and coordinate with other departments.
• Supervise and train the reservations team and allocate daily tasks.
• Assist in managing room rates, availability, and inventory to maximize revenue.
• Analyse reservation trends and prepare reports for management.
• Ensure compliance with local regulations, industry standards, and company policies.
• Maintain up-to-date knowledge of reservation software and train staff on the system.

Education

Bachelor's degree in Hospitality Management, Business Administration, or related field

Job description

About the job Assistant Reservation Manager

Job Description

SUMMARY:

The Assistant Reservation Manager supports the Reservation Manager in overseeing all reservation activities within the resort. This role involves managing the reservations team, ensuring efficient booking processes, and maintaining high levels of customer satisfaction. The Assistant Reservation Manager plays a vital role in optimizing occupancy rates and enhancing the guest experience.

RESERVATION RESPONSIBILITIES:

Key Responsibilities:

1. Reservation Management

- Assist the Reservation Manager in managing daily reservation operations.

- Ensure accuracy and efficiency in the booking process, from inquiries to confirmations.

- Handle complex reservation requests and resolve issues promptly.

2. Customer Service

- Provide exceptional customer service to guests, addressing inquiries and concerns professionally.

- Coordinate with other departments to accommodate special requests and ensure seamless guest experiences.

- Monitor guest feedback and implement improvements to enhance customer satisfaction.

3. Staff Supervision

- Supervise and train the reservations team, ensuring they are well-equipped to handle their duties.

- Allocate daily tasks to reservation agents and ensure they are completed efficiently.

- Conduct performance evaluations and provide feedback to improve staff performance.

4. Revenue Management

- Assist in managing room rates, availability, and inventory to maximize revenue.

- Monitor occupancy levels and adjust booking strategies accordingly.

- Collaborate with the sales and marketing team to implement promotional activities and packages.

5. Reporting and Analysis

- Analyse reservation trends and prepare reports for management.

- Maintain accurate records of bookings, cancellations, and guest preferences.

- Provide recommendations for optimizing reservation processes and improving efficiency.

6. Compliance and Standards

- Ensure compliance with local regulations, industry standards, and company policies.

- Implement and enforce reservation policies and procedures.

- Conduct regular audits of reservation processes and records to maintain accuracy.

7. Technology and Systems

- Maintain up-to-date knowledge of reservation software and systems.

- Train staff on the use of reservation technology and ensure efficient utilization.

- Troubleshoot any technical issues related to the reservation system.

Qualifications:
- Bachelors degree in Hospitality Management, Business Administration, or a related field.
- Proven experience in a reservations role within the hospitality industry.
- Strong customer service and communication skills.
- Proficiency in reservation software and systems.
- Excellent organizational and time management skills.
- Ability to work under pressure and handle multiple tasks efficiently.
- Strong problem-solving skills.

Key Competencies:
- Leadership and team management.
- Customer service excellence.
- Analytical and strategic thinking.
- Adaptability to a dynamic and fast-paced work environment.

Interested candidate to apply online or Whatsapp to [phone] (Alex)