Assistant Reservations Manager

Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist, and let your heart guide you in this world where life beats faster.

Job Description
As Assistant Reservations Manager, you will support the Reservations Manager in overseeing all aspects of the hotel's booking operations. Your role ensures reservations are handled efficiently, accurately, and delivered with high-end guest service. This contributes directly to guest satisfaction, operational smoothness, and maximization of room revenue.

Key Responsibilities

• Ensure the daily operations of the Reservations Department run smoothly — manage departmental checklists, monitor tasks and ensure timely completion and review
• Review and spot-check reservations (including previous day's bookings and arrivals), ensuring accuracy — especially VIP, special requests, corporate bookings — and readiness for arrival
• Support recruitment, training, coaching, and ongoing development of reservations staff (Reservations Agents), to uphold the high service standards expected by the brand
• Supervise and manage the Reservations team: oversee daily tasks, ensure enquiries/bookings are handled efficiently, maintain high responsiveness and professionalism
• Maintain strong coordination with other hotel departments (Front Office, Groups/Events, Sales/Revenue, and others) to align room allocations, group reservations, room-blocks, pick-up lists, and guest needs
• Monitor room inventory, room-block allocations, and collaborate with the Groups Department for group bookings, rooming lists, and adjustments as needed
• Handle guest enquiries, reservation requests, modifications, cancellations — including from travel agents, corporate accounts, OTAs and direct channels — ensuring accuracy, timely response, and excellent guest communication
• Track lost business opportunities (e.g., cancelled or unconverted enquiries), follow up where appropriate and report findings to department leaders for potential recovery
• Maintain full knowledge of hotel business segments, room types, rates, promotions, packages, and seasonal offers — ensure correct application when taking reservations
• Prepare and submit regular reports (daily, monthly or as required) on reservations performance to senior management/administration
• Ensure compliance with all hotel policies and standards (brand standards, hygiene/safety where applicable, data privacy for guest information)
• Perform any other duties as assigned by management, especially in support of operational and guest-experience goals

Qualifications

• Degree or diploma in Hotel Management, Hospitality, Business Administration or related field
• Minimum 3 years' experience in hotel/resort operations, ideally in a Reservations Supervisor or similar role in a luxury hotel/resort environment
• Strong knowledge of global distribution/reservation systems (e.g. PMS such as "Opera") and proficiency in standard office software (e.g. Microsoft Office)
• Excellent communication skills (written and verbal), customer-service orientation, ability to interact professionally with guests, travel agents, corporate clients
• Good organizational, multitasking, detail-oriented, time-management and prioritization skills
• Leadership and team-management abilities: able to coach, motivate, supervise and guide a team of reservations agents
• Ability to work under pressure, manage high workload, and remain calm and professional even during peak periods
• Analytical mindset: able to recognize occupancy/reservation trends, support strategies to optimize room revenues and minimize lost bookings