ASSISTANT RESERVATIONS MANAGER JOB DESCRIPTION

The person holding this title manages daily reservations operations while standing one step below the Reservations Manager in the department hierarchy. Hotels running on OTA-distributed inventory and multi-channel rate parity cannot afford drift between what a channel shows and what the PMS holds, and this role owns that alignment. Supporting occupancy forecasting, yield decisions, and a team of agents handling inbound volume across voice, web, and third-party booking platforms, the position demands both operational precision and supervisory range. It is distinct from a Revenue Manager in that it carries direct front-line team accountability.

As the Assistant Reservations Manager, you oversee day-to-day reservations department operations, managing team performance, channel inventory accuracy, and upselling execution to hit occupancy and ADR targets. You work directly alongside the Reservations Manager, with scope typically covering a reservations team of five or more agents across all inbound and OTA-sourced booking channels.

Career Impact: Supervising a multi-channel reservations team at a hotel property builds the revenue management literacy and team leadership record that hiring managers look for when filling Reservations Manager and Front Office Manager roles.

Business Impact: Accurate rate parity across OTA and direct channels and tight inventory control directly shape the nightly occupancy and average daily rate the hotel reports to ownership.

Growth Opportunity: Exposure to yield strategy, PMS configuration, and distribution channel management expands your market value toward full Revenue Manager responsibility within a typical two-to-three-year window.

• Lead daily operations of the Reservations Department to maintain service standards and inventory accuracy.
• Monitor room inventory at least twice daily to ensure all booking channels reflect true availability.
• Develop and execute revenue management action plans to meet occupancy and ADR targets set by senior management.
• Coach and assess reservations team members through shift briefings, performance feedback, and quarterly development check-ins.
• Collaborate with Sales and Front Office teams to resolve group booking conflicts and fulfill VIP guest requirements.
• Review and submit upselling performance data and payroll reports accurately within required departmental timelines.
• Analyze occupancy forecasts and competitive rate intelligence to recommend rate adjustments and close-out dates.
• Manage third-party website listings and OTA extranets to maintain rate parity and current availability across all channels.

• Bachelor's degree in Hospitality Management or equivalent work experience.
• 3 or more years of reservations or front office experience, with at least 1 year in a supervisory capacity.
• Demonstrated ability to manage a team of five or more staff across multiple concurrent booking channels.
• Working knowledge of hotel property management systems and OTA extranet administration.
• Strong analytical and numerical skills applied to occupancy forecasting and revenue reporting.
• Effective verbal and written communication skills for interaction with guests, agents, and cross-departmental stakeholders.
• Ability to manage competing priorities under high-volume, time-sensitive operational conditions.

• Experience with group reservations processes including contract follow-up, block management, and pick-up monitoring.
• Prior exposure to revenue strategy meetings and formal rate-loading procedures within a full-service or luxury hotel.
• Proficiency in a second language relevant to the hotel's primary guest market.
• Familiarity with Global Distribution System channels and rate parity management across GDS, OTA, and direct booking platforms.

• Room revenue contribution against monthly ADR and occupancy targets, measured across all channels.
• Rate parity compliance rate across OTA and direct booking channels, audited at least twice weekly.
• Team upselling conversion rate relative to departmental upselling targets per reporting period.
• Reservation accuracy rate, tracking errors requiring post-booking correction or rebooking.
• Forecast variance between projected and actual occupancy for each rolling 30-day window.
• Typical tools: property management systems (commonly Opera or Springer Miller); channel managers and OTA extranets (commonly SynXis or equivalent GDS-connected platforms).

• Base Salary Range: $52,000 to $72,000 annually, depending on property size and market
• Bonus: Discretionary performance bonus, typically 5 to 10% of base salary
• Equity: Not typically offered at this level in hospitality
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by property
• PTO: 10 to 15 days annually plus public holidays; accrual-based policies common
• Common Perks: Hotel room discounts, F&B discounts, brand travel benefits, and uniforms provided

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background screening, including criminal history review and, where applicable, a drug test, is a condition of employment for all positions. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Candidates requiring reasonable accommodations during the hiring process are encouraged to make that request at any stage. Candidates must hold valid authorization to work in the United States.

The Assistant Reservations Manager delivers end-to-end oversight of the reservations department for Stamford Plaza Sydney Airport and Sir Stamford at Circular Quay, covering group block management, upselling incentives, and distribution channel optimisation. Reporting to the Reservations Manager and collaborating with hotel management and front office teams, this work drives occupancy and revenue outcomes across both properties.

Key Responsibilities

• Oversee the reservations department in the absence of the Reservations Manager.
• Assist the reservations team with day-to-day tasks, including overflow of calls and stepping in as required.
• Maintain a clear understanding of all reservations and revenue-related statistics.
• Work closely with hotel management to maximise revenue across all distribution channels.
• Ensure all group reservations are carried out accurately and in a time-effective manner.
• Establish strong relationships with clients, follow up on signed contracts and prepayments, and monitor group block, pick-up, no-shows, and cancellations.
• Handle guest complaints appropriately.
• Conduct training for reservations and front office team members.
• Ensure all third-party websites are managed and updated correctly.
• Actively promote upselling within the reservations team and implement incentives.
• Assist with processing travel agent commissions.
• Maintain active awareness of occupancy levels, rates, and hotel inventory.

Required Qualifications

• Minimum 2 years of experience in reservations or front office.
• Group reservations experience is essential.
• Proficiency in hotel systems, including GDS, channel managers, Opera, and Microsoft Excel.
• Strong time management and task prioritisation skills.
• Strong attention to detail, with numerical, analytical, and problem-solving skills.
• Strong motivational ability in a team environment.
• Ability to interact professionally with customers, team members, and management.
• Ability to work independently and manage a busy reservations system.

Embedded within the revenue and distribution function, the Assistant Reservations Manager builds a comprehensive strategy encompassing rate parity across OTAs, competitor benchmarking, and new account sourcing to maximise overall hotel revenue. Working closely with senior management and external partners, this role provides monthly performance analysis and long-term strategic recommendations that directly strengthen the hotel's market position.

Core Functions

• Manage the revenue plan and distribution strategy, and oversee day-to-day revenue operations to maximise overall hotel revenue.
• Identify marketing opportunities and actively source new accounts to improve hotel revenue.
• Provide market intelligence on economic trends and competitor activities.
• Track and manage reservations across all channels, including the hotel website and OTAs, to ensure rate parity is maintained.
• Update senior management to ensure targeted revenue goals are achieved.
• Analyse overall monthly hotel performance across rooms and other revenue sources, and provide summary reports with recommendations to improve long-term strategies.
• Compare room rates offered by hotels of a similar grade in the immediate vicinity and set room rates accordingly.
• Seek new business development opportunities and explore avenues to enhance the brand, build partnerships, and gain PR exposure.

Qualifications & Experience

• Bachelor's degree or above in hospitality or a relevant discipline.
• Minimum 1 year of relevant experience in the hospitality industry.
• Knowledge of reservation systems and applications such as PMS, booking engines, OTA extranets, and revenue management systems is an advantage.
• Strong relationship management skills for engaging with internal and external stakeholders.
• Strong communication skills with the ability to apply best practices and innovative ideas.
• Ability to work independently and in a team environment.

Reporting to the Reservations Manager, the Assistant Reservations Manager leads the rooms reservations team in an international luxury hotel environment, managing room inventory and training programmes to achieve financial targets and service excellence. Partnering with front office colleagues and department heads, this role enables the hotel to maintain consistently high guest satisfaction and maximise revenue capacity.

Primary Duties

• Lead the rooms reservations team to deliver an exceptional level of service.
• Support the team to ensure the efficiency of daily operations.
• Handle all guest enquiries and reservation requests engagingly and professionally.
• Leverage rooms reservation systems while adhering to hotel standards, policies, and procedures.
• Manage room inventory and maximise capacity to achieve financial targets.
• Develop and conduct training for team members to maintain service excellence.

Skills & Qualifications

• Bachelor's degree in hospitality management or a related discipline.
• Minimum 5 years of reservations experience in international luxury hotels.
• Solid experience in providing departmental training.
• Proficiency in English, Putonghua, and Cantonese.
• Excellent telephone manner.
• Strong communication and interpersonal skills.
• Well-organised and structured approach to work.

Sitting at the intersection of reservations management and guest communications, the Assistant Reservations Manager owns the coordination of hotel switchboard operations, AYS functions, and reservation sales strategy to maximise occupancy and ADR. Operating across the reservations, sales, revenue management, and F&B departments, this role enables the property to deliver efficient, guest-focused service while building revenue and profitability through targeted sales tools and team development.

Duties

• Answer all incoming calls promptly, in a friendly, efficient, and courteous manner, as outlined in standard operating procedures.
• Answer guest enquiries about hotel services, facilities, and hours of operation.
• Provide leadership over hotel switchboards for interior and exterior calls, and support radio communications for on-site departments including loss prevention, engineering, and housekeeping.
• Communicate and work closely with the sales department concerning group and leisure bookings, and with revenue management to ensure all systems are effectively managed to maximise occupancy and ADR in support of the sell strategy.
• Continually update the central reservations and call centre on rates and availability, maintain the availability calendar, and communicate all relevant information to operations staff.
• Maintain accurate files and reports, including effective management of department expenses and payroll.
• Communicate and work closely with the F&B team concerning in-room dining operations.
• Attend revenue strategy meetings and provide input on trends and opportunities to maximise revenue.
• Apply technical knowledge to open, close, and place restrictions in reservation and property management systems, and with OTA partners as applicable.
• Utilise reservation sales tools to develop and implement reservation sales strategies that generate revenue and profitability.
• Establish sales requirements and track performance against expectations.
• Provide coaching, counselling, and development for the reservations team, and manage schedules and payroll.

Requirements

• High school diploma or equivalent.
• Experience in a hotel or a related field.
• Supervisory experience in a hotel or a related field.
• Knowledge of Springer Miller Systems, Navis, and Synxis preferred.
• Ability to convey information and ideas clearly.
• Ability to evaluate and select among alternative courses of action quickly and accurately.
• Ability to listen to, understand, and clarify concerns raised by coworkers and guests.
• Ability to maintain composure and objectivity under pressure.
• Friendly, articulate manner with a good vocabulary.
• Ability to work well in high-pressure situations.

A key member of the reservations department, the Assistant Reservations Manager shapes the daily operation of room stock control, occupancy forecasting, and rate management within a 5-star hotel or apartment establishment. Collaborating across sales, revenue, and operations teams, this role ensures accurate inventory management, efficient colleague scheduling, and up-to-date partner communications that sustain strong financial performance.

Functions

• Maintain the overall organisation and smooth operation of the reservations department to ensure service standards are upheld.
• Maintain optimum room occupancy, average rate, and yield, and maximise room revenue.
• Assist in accurate forecasting of hotel occupancy and recommend opening and closing dates.
• Update rate codes, rate loading, and allotments into the PMS in accordance with contracts received from the sales office.
• Work closely with the sales department regarding time cards, general bookings, VIP bookings, corporate accounts, and cut-off dates.
• Maintain and develop appropriate strategies within the reservations department.
• Ensure efficient communication between shifts and office areas to support workflow.
• Monitor room stock control and overbooking situations.
• Update partners on room rate changes and on policies and procedures governing special promotions.
• Ensure room rates are updated in the lodging operations system.
• Track no-shows and cancellations and implement corrective measures.
• Keep management updated on room inventory.
• Ensure associates promote hotel facilities and services.
• Respond promptly and attentively to all guest needs and requests.
• Administer day-to-day operations of the reservations department.

Experience & Qualifications

• Bachelor's degree or diploma in hotel management.
• Minimum 3 to 5 years of work experience.
• 1 to 2 years in a similar role within the revenue department of a 5-star hotel or apartment establishment.
• Knowledge of computer systems and hotel software.
• Marketing and sales skills relevant to the hospitality industry.
• Good written and oral communication skills.
• Ability to multitask and work well under pressure.

Maximising guest satisfaction and revenue across the reservations department depends on the Assistant Reservations Manager, who works alongside the Reservations Manager to keep department procedures running smoothly while managing PMS maintenance, booking engine monitoring, and staff onboarding. Serving as deputy to the Reservations Manager, this role enables optimal capacity utilisation and consistent service delivery across the front office and centralised reservations function.

Accountabilities

• Support daily management operations.
• Assume deputy management of the reservations team and the centralised front office.
• Maximise guest satisfaction, increase revenue targets, and reduce reservation costs.
• Manage the optimisation of individual reservations.
• Coordinate staff to ensure optimal utilisation of department capacity.
• Onboard and coach new staff.
• Maintain the hotel property management system and monitor the online booking engine and front office system.

Technical Qualifications

• Minimum 3 years of experience in reservations or front office.
• Minimum 2 years of experience managing a team of more than 5 employees.
• Minimum 1 year of experience onboarding new employees.
• Strong knowledge of common reservation systems and MS Office.
• Advanced proficiency in English and German.
• Good communication skills.

As the Assistant Reservations Manager, this role leads the overall organisation of the reservations department, maintaining optimum room occupancy, average rate, and yield while loading rate codes and allotments into the PMS in line with sales office contracts. The reservations department relies on this work to sustain accurate occupancy forecasting, uphold service standards, and support management with timely, independently driven reporting and projects.

Activities

• Maintain the overall organisation and smooth operation of the reservations department to ensure service standards are upheld.
• Maintain optimum room occupancy, average rate, and yield, and maximise room revenue.
• Assist in accurate forecasting of hotel occupancy and recommend opening and closing dates.
• Update rate codes, rate loading, and allotments into the PMS in accordance with contracts received from the sales office.
• Review the arrival report daily.

Position Requirements

• Degree or diploma in hotel management.
• Minimum 5 years of relevant experience.
• Proficiency in PC operations, including MS Word, Excel, and PowerPoint.
• Good command of spoken and written English and Chinese.
• Willingness to learn and ability to work independently with a collaborative attitude.
• Good communication skills.