Reservation Manager

PAPH TRAVEL AND TOURS; Quezon City; Presencial; PHP 800.000 - 1.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel incentives

Career growth

Healthcare (HMO)

Annual bonus

13th month pay

Leaves: 5 SL, 5 VL

Descripción de la vacante

PAPH TRAVEL AND TOURS is seeking a Reservation Manager to lead the Reservation Department in the Philippines. You will oversee post-sales reservations, ticket issuance, and travel document processing, ensuring accuracy and timely fulfillment.

The role requires strong leadership, extensive travel bookings experience, and familiarity with GDS systems. You will coordinate with Sales and other departments, optimize processes, and drive service excellence.

Formación

• Graduate of Tourism Management, Hospitality Management, Business Administration, or related field.
• 3–5 years in travel reservations, ticketing, booking operations, or travel operations management.
• 2+ years in supervisory or managerial role in travel agency or related industry.
• Strong knowledge of airline ticketing, hotel reservations, tours, travel insurance, and related services.
• Familiar with GDS platforms (Amadeus, Sabre, Galileo) is a plus.

Responsabilidades

• Lead and manage the Reservation Department's operations and performance.
• Oversee post-sales reservation transactions and booking fulfillment across tickets, hotels, tours, and services.
• Ensure timely issuance of travel documents and adherence to SLAs.
• Resolve complex client concerns and escalations; coordinate with Sales and other departments.
• Develop and monitor KPIs; promote process improvements and staff development.

Conocimientos

Leadership

Travel reservations

Team supervision

Customer service

GDS knowledge

Educación

Tourism/Hospitality/Business Administration degree

Herramientas

Amadeus

Sabre

Galileo

Descripción del empleo

Reservation Manager

The Reservation Manager is responsible for the overall management, strategic direction, and operational performance of the Reservation Department. This role oversees all post-sales travel booking and fulfillment activities, ensuring the timely, accurate, and efficient processing of airline tickets, hotel reservations, tour confirmations, travel insurance, transportation services, and other travel-related arrangements.

Key Responsibilities

A. Department Leadership & Management

• Lead and manage the overall operations and performance of the Reservation Department.

• Establish departmental goals, operational priorities, performance standards, and key performance indicators (KPIs).

• Develop and implement policies, procedures, and standard operating procedures (SOPs) to improve operational efficiency.

• Supervise and manage Reservation Supervisors, Team Leaders, and Reservation Officers, as applicable.

• Monitor departmental staffing requirements, workload distribution, productivity, attendance, and manpower utilization.

• Conduct regular management meetings, performance reviews, coaching sessions, and operational assessments.

• Identify training and development needs and establish programs to improve employees' technical competencies and service performance.

• Evaluate employee performance and recommend promotions, disciplinary actions, and other personnel decisions when necessary.

• Promote accountability, teamwork, professionalism, and continuous improvement within the department.

B. Reservation Operations Management

• Oversee all post-sales reservation transactions and booking fulfillment activities.

• Ensure timely and accurate processing of airline tickets, hotel reservations, tours and activities, travel insurance, transportation services, and other travel arrangements.

• Establish operational standards for booking confirmations, ticket issuance, voucher preparation, amendments, rebookings, and cancellations.

• Monitor supplier confirmations, booking status updates, and pending transactions.

• Ensure all booking deadlines, payment requirements, and service-level agreements (SLAs) are properly monitored and followed.

• Evaluate operational bottlenecks and implement corrective measures to improve booking turnaround time (TAT).

• Resolve major booking discrepancies, supplier-related issues, and operational concerns.

• Ensure that reservation activities are properly coordinated with Sales and other relevant departments.

C. Travel Document Issuance & Quality Management

• Establish quality control standards for the preparation and issuance of travel-related documents.

• Ensure the accuracy and timely release of e-tickets, hotel and tour vouchers, insurance certificates, travel itineraries, confirmation letters, and travel advisories.

• Implement quality assurance procedures to minimize booking and documentation errors.

• Monitor document issuance turnaround times and ensure compliance with established service standards.

• Oversee regular audits of booking records and issued travel documents.

• Ensure proper documentation, recordkeeping, and safekeeping of reservation transactions.

D. After-Sales & Client Concern Management

• Oversee the resolution of complex client concerns, complaints, and escalated reservation cases.

• Ensure effective handling of rebooking, refund, cancellation, amendment, and other after-sales requests.

• Establish service recovery procedures to address booking issues and client dissatisfaction.

• Monitor client satisfaction, complaint resolution timelines, and service performance.

• Coordinate with Sales, Accounting, Visa Processing, and Customer Service to resolve client concerns.

• Ensure that all escalated cases are handled professionally and resolved within established timelines.

• Recommend improvements based on recurring client complaints and service issues.

E. Supplier & Vendor Relationship Management

• Develop and maintain professional business relationships with airlines, hotels, tour operators, consolidators, travel insurance providers, and other travel suppliers.

• Oversee supplier coordination to ensure timely booking confirmations and reliable service delivery.

• Negotiate or recommend favorable supplier arrangements, service terms, and operational agreements in coordination with management.

• Evaluate supplier performance based on responsiveness, service quality, reliability, and issue resolution.

• Address major supplier-related disputes, booking discrepancies, and service delivery concerns.

• Identify alternative suppliers and service providers when necessary to ensure operational continuity.

F. Operational Risk & Compliance Management

• Ensure compliance with company policies, reservation procedures, supplier requirements, and applicable travel industry regulations.

• Establish controls to prevent booking errors, duplicate reservations, missed deadlines, incorrect issuances, and financial losses.

• Monitor operational risks involving ticketing, cancellations, refunds, amendments, and supplier transactions.

• Oversee regular booking audits and implement corrective and preventive actions.

• Ensure proper handling of confidential client information and travel documents.

• Develop contingency procedures for flight disruptions, supplier failures, booking system issues, and other operational emergencies.

G. Performance Monitoring & Process Improvement

• Monitor departmental performance through established KPIs, operational reports, and service dashboards.

• Analyze reservation turnaround times, booking accuracy, error rates, pending transactions, and team productivity.

• Identify opportunities for process improvements, automation, and system enhancements.

• Develop and implement strategies to improve reservation efficiency, service quality, and operational productivity.

• Review existing workflows and recommend improvements to reduce unnecessary processes, delays, and operational costs.

• Coordinate with IT and other departments regarding reservation system issues, automation requirements, and process enhancements.

H. Reporting & Management Coordination

Prepare, review, and present departmental performance reports and management updates, including:

• Departmental Performance Reports

• Reservation Status Reports

• Pending Issuance Reports

• Booking Completion Reports

• SLA Compliance Reports

• Team Productivity Reports

• Supplier Performance Reports

• Client Concern and Escalation Reports

• Booking Accuracy and Error Rate Analysis

• Turnaround Time (TAT) Reports

• Operational Risk and Incident Reports

• Departmental KPI Dashboards

• Process Improvement and Action Plans

• Present operational findings, performance trends, and improvement recommendations to senior management.

• Coordinate with other department heads to address operational concerns and ensure seamless business processes.

Qualifications

• Graduate of Tourism Management, Hospitality Management, Business Administration, or any related course.

• With at least 3‑5 years of experience in travel reservations, ticketing, booking operations, or travel operations management.

• With at least 2 years of supervisory or managerial experience in a travel agency or related industry.

• Strong knowledge of airline ticketing, hotel reservations, tour bookings, travel insurance, and other travel-related services.

• Familiar with GDS platforms such as Amadeus, Sabre, or Galileo is an advantage.

• Knowledgeable in booking amendments, rebookings, cancellations, refunds, and travel document issuance.

• Experienced in managing teams, monitoring departmental performance, and implementing operational improvements.

• Strong understanding of operational controls, quality assurance, and service‑level agreements (SLAs).

• Proficient in Microsoft Office applications, particularly Excel, for reporting and performance analysis.

• Has excellent leadership, decision‑making, problem‑solving, and organizational skills.

• Strong communication, negotiation, and supplier relationship management skills.

• Capable of handling high‑volume transactions, operational pressure, and complex client escalations.

• Results‑driven, analytical, accountable, and capable of making sound operational decisions.

Work Schedule: FULL ONSITE - 48-hours a week | Flexible Schedule (No Night Shift)
Location: 61 C, Roosevelt Ave, Santa Cruz, Quezon City, 1104 Metro Manila

COMPANY BENEFITS
Performance Based Incentives:

• Travel Incentives: Opportunities to visit dream destinations like Europe, Korea, Japan, and more!

• Career Growth: Guaranteed salary adjustments based on performance evaluations (SEMI-ANNUAL)

Upon Regularization:

• Comprehensive Healthcare: HMO coverage upon regularization (plus dependent coverage after year 1)

• Annual Bonus: 1 year from regularization.

• 13th month Pay.

• LEAVES: 5 SL, 5 VL