Assistant Reservations Manager/Reservations Manager

MERCURE SINGAPORE BUGIS; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

MERCURE SINGAPORE BUGIS is seeking a seasoned Reservations Manager to lead the Reservations team in delivering service excellence and optimal occupancy. You will develop SOPs, manage daily bookings, and collaborate with Front Office, Sales & Marketing to ensure accurate reservations and guest satisfaction.

The role requires a Diploma or degree in Hospitality or related field, at least 3 years in hotel reservations with supervisory experience, and strong communication and organizational skills.

Qualifications

• Diploma or degree in Hospitality, Tourism, Business, or a related field.
• Minimum 3 years’ hotel reservations experience, including at least 1 year in a supervisory role.
• Proficient in hotel PMS, GDS, CRS, distribution systems, and Microsoft Office.
• Excellent communication and interpersonal skills, with the ability to handle challenging situations professionally.
• Strong problem-solving, organizational, and attention-to-detail skills.
• Positive attitude with a high level of integrity, professionalism, and ethical standards.
• Self-motivated and performance-driven, with the ability to lead teams and foster a positive, innovative, and caring workplace culture.

Responsibilities

• Lead, manage, hire, and train the Reservations team to ensure operational consistency, service excellence, and achievement of business objectives.
• Develop and implement SOPs, service standards, best practices, and ongoing training to improve efficiency, consistency, and compliance.
• Oversee daily individual and group reservations, inquiries, cancellations, no-shows, and data accuracy.
• Manage staffing requirements and department schedules to ensure efficient operations and adequate coverage.
• Monitor reservation calls and emails, conversion, booking trends, cancellations, and no-shows, identifying opportunities for improvement.
• Work closely with the Director of Revenue to optimise room inventory, rates, revenue opportunities, and overall guest experience.
• Monitor team performance, provide coaching and feedback, and drive continuous improvement and professional development.
• Handle guest and client concerns professionally, supporting effective service recovery and resolution of reservation-related issues.
• Work closely with Front Office, Sales & Marketing, and other departments to ensure effective communication, accurate reservations, and seamless guest experiences.
• Provide timely feedback to Sales & Marketing on enquiries, confirmed reservations, group bookings, and business opportunities.
• Participate in weekly and monthly Revenue Management, Sales, and Commercial meetings as required.
• Prepare and review reservation reports and performance data, providing insights and recommendations to management.
• Maintain a professional, friendly, and service-oriented approach in all guest and client interactions, whether in person, by email, or by telephone.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Organizational skills

Attention to detail

Self-motivated

Education

Hospitality/Business degree

Tools

Hotel PMS

GDS

CRS

Distribution systems

Microsoft Office

Job description

Responsibilities

• Lead, manage, hire, and train the Reservations team to ensure operational consistency, service excellence, and achievement of business objectives.
• Develop and implement SOPs, service standards, best practices, and ongoing training to improve efficiency, consistency, and compliance.
• Oversee daily individual and group reservations, inquiries, cancellations, no-shows, and data accuracy.
• Manage staffing requirements and department schedules to ensure efficient operations and adequate coverage.
• Monitor reservation calls and emails, conversion, booking trends, cancellations, and no-shows, identifying opportunities for improvement.
• Work closely with the Director of Revenue to optimise room inventory, rates, revenue opportunities, and overall guest experience.
• Monitor team performance, provide coaching and feedback, and drive continuous improvement and professional development.
• Handle guest and client concerns professionally, supporting effective service recovery and resolution of reservation-related issues.
• Work closely with Front Office, Sales & Marketing, and other departments to ensure effective communication, accurate reservations, and seamless guest experiences.
• Provide timely feedback to Sales & Marketing on enquiries, confirmed reservations, group bookings, and business opportunities.
• Participate in weekly and monthly Revenue Management, Sales, and Commercial meetings as required.
• Prepare and review reservation reports and performance data, providing insights and recommendations to management.
• Maintain a professional, friendly, and service-oriented approach in all guest and client interactions, whether in person, by email, or by telephone.

Requirements

• Diploma or degree in Hospitality, Tourism, Business, or a related field.
• Minimum 3 years’ hotel reservations experience, including at least 1 year in a supervisory role.
• Proficient in hotel PMS, GDS, CRS, distribution systems, and Microsoft Office.
• Excellent communication and interpersonal skills, with the ability to handle challenging situations professionally.
• Strong problem-solving, organizational, and attention-to-detail skills.
• Positive attitude with a high level of integrity, professionalism, and ethical standards.
• Self-motivated and performance-driven, with the ability tolead teams and foster a positive, innovative, and caring workplace culture.

Only shortlisted candidates will be notified.