Reservation Manager (ผู้จัดการแผนกจองห้องพัก)

Qualifications & Experience:
? Education: Bachelor's degree in Hospitality, Business, or a related field preferred.
? Experience: Minimum 3-5 years of experience in hotel reservations or revenue management, preferably in a multi-property role.

Skills:
? Strong leadership and team management abilities.
? Excellent communication and customer service skills.
? Analytical mindset with experience in revenue management.
? Proficiency in reservation systems such as Opera, Fidelio, or similar PMS/CRS.
? Ability to work in a fast-paced environment and adapt to changing demands.

Additional Information:
? Flexibility to work across different hotel locations as needed.
? Strong collaboration with Sales, Front Office, and Revenue Management teams.
? Customer-centric approach to driving guest satisfaction and loyalty.

JOB SUMMARY ? (ROLE SUMMARY)
The Cluster Reservation Manager is responsible for overseeing and optimizing the reservations process for three hotels, ensuring maximum occupancy, revenue, and guest satisfaction. This role requires strong leadership, analytical skills, and a customer-centric approach to drive efficiency, streamline operations, and deliver exceptional service to guests and partners.

Responsibilities:
Reservations & Revenue Management:
? Oversee and manage the reservations department for three properties, ensuring efficient handling of bookings, modifications, and cancellations.
? Monitor room availability, pricing strategies, and inventory control in coordination with the Revenue and Sales teams.
? Analyze market trends and competitor pricing to recommend strategies that maximize revenue and occupancy.
? Ensure reservations are processed accurately and in line with hotel policies and brand standards.
? Collaborate with the sales team to manage group bookings, contracts, and corporate accounts.

Customer Service & Guest Relations:
? Maintain high levels of customer service and ensure a seamless booking experience for guests.
? Handle escalated guest concerns and special requests with professionalism and efficiency.
? Implement customer service training and best practices within the reservations team.
? Work closely with front office teams to ensure smooth check-in and guest experience.
? Team Leadership & Development:
? Supervise, train, and mentor the reservations team across all three hotels.
? Set performance goals and conduct regular performance evaluations.
? Foster a positive and service-driven work culture within the department.


System & Process Optimization:
? Manage and optimize the use of Property Management Systems (PMS) and Central Reservations Systems (CRS).
? Ensure data accuracy and integrity across all booking platforms.
? Develop and implement standard operating procedures (SOPs) for reservations and customer service.

Reporting & Analysis:
? Prepare and analyze reservation reports, forecasting occupancy and revenue trends.
? Monitor key performance indicators (KPIs) and recommend actions for improvement.
? Provide insights to senior management regarding booking patterns and revenue performance.

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