Reservation Manager

Oversee all reservation processes: booking, modifications, cancellations.

Maintain up-to-date reservation systems with accurate rates, facility availability, promotions, and special offerings (e.g., VIPs).

Forecast demand and manage inventory of slips / berths / guest accommodations if applicable.

Ensure guests receive accurate information about facility offerings, policies, pricing, and reservation terms.

Handle special requests and customer inquiries professionally.

Resolve reservation issues or complaints promptly; escalate to higher management when needed.

Supervise and mentor reservation staff: recruit, train, evaluate.

Set standards for staff appearance, behavior, response times, and customer interaction.

Ensure proficiency in using reservation / booking software and systems.

Manage reservation / booking system or PMS / software: maintain data integrity, backup, system updates.

Ensure digital channels / online booking interfaces are coordinated correctly (rates, availability, promotions).

Monitor metrics such as the number of reservations, occupancy rates, no-shows, cancellations.

Analyze trends, demand, and customer feedback to suggest improvements and promotional strategies.

Produce regular reports (daily / weekly / monthly) for management.

Coordinate with dockhand / operations / guest services / F&B / welcome station to ensure facilities are ready for arriving guests.

Work closely with marketing / sales departments to develop promotions or packages to fill capacity.

Education: Minimum Diploma / Bachelor’s degree (Hospitality / Tourism / Business Administration / related).

Experience: 2-4 years in reservations or front office roles in hotels / resorts or similar service environments.

English: Fluent in spoken and written English.

Technology: Proficient with computer systems, reservation/PMS software, Microsoft Office, online booking platforms.

Professional appearance, excellent interpersonal skills, polished communication.

Attention to detail, organized, able to multitask under pressure.

Leadership skills: ability to manage, coach, and motivate a team.