Reservation Manager | AYANA Komodo

AYANA Komodo is looking for a results-driven and detail-oriented Reservation Manager to lead our reservations team. In this role, you will oversee all aspects of the reservations department, ensuring efficient booking operations while delivering exceptional guest service.

Key Responsibilities:

• Lead and supervise the Reservation Communication team by providing guidance, training, scheduling, and performance evaluations in accordance with hotel standards.
• Manage the reservation operations and systems, including PABX, HotSOS, Avaya, Datacomm, NEC, and others accurately and efficiently.
• Ensure guest service quality by handling guest complaints using instant resolution procedures and providing professional telephone communication in English.
• Monitor and develop operational procedures by ensuring all activities follow standard operating procedures and hotel policies; assist in drafting new policies as needed.
• Drive revenue through reservation sales strategies by applying up-selling and cross-selling techniques and training the team in sales skills.
• Monitor team performance and conduct evaluations by providing coaching, feedback, disciplinary action, and formal performance reviews.
• Organize and execute training programs by planning and implementing team training and ensuring annual training hour targets are achieved.
• Collaborate with other departments, working closely with the Front Office Manager and Revenue Management to optimize occupancy and average room rates.

• Minimum of 3 years experience in a reservations management role in the hospitality industry.
• Familiar with hotel systems and computer applications such as PMS, PABX, and related tools.
• Knowledge of sales techniques and cost control principles, including yield management.
• High attention to detail and ability to maintain strict confidentiality.
• Skilled in coaching and developing team members through ongoing training and feedback.
• Fluency in English; knowledge of additional languages is a plus.

• Positive Working
• Great Environment
• Supportive Team Work