Job Title: Assistant Reservations Manager
Department: Sales & Marketing
Reports to: Director of Revenue
Position Level: Assistant Manager (AM)
Position Overview
The Assistant Reservations Manager supports the management of reservations operations, ensuring the accuracy of room blocks, reservations, and market segmentation. The role assists in communicating company values and service culture to the team, while supporting the implementation of reservation procedures and standards.
The Assistant Reservations Manager works closely with the Reservations Manager in training, scheduling, evaluating, and guiding team members, while acting as a role model within the Reservations Department to drive consistency and service excellence.
The Role
Supports the Reservations Manager in leading the team, ensuring alignment with Patina brand values, service philosophy, and guest experience standards.
Acts as a role model by demonstrating professionalism, service excellence, and strong understanding of the Patina culture.
Assists in overseeing daily Reservations operations, ensuring all bookings, room blocks, and market codes are handled accurately and in line with established procedures.
Ensures all teammates comply with service standards, departmental policies, and operating procedures.
Maintains up-to-date knowledge of resort services, promotions, and activities, and ensures clear communication within the team.
Supports the team in delivering seamless, personalized, and high-quality guest service at all times.
Handles guest inquiries, requests, and concerns in a professional, timely, and solution-oriented manner.
Assists in monitoring and training the teammates for Aspire Audit Calls and Forbes standards to ensure consistent service quality and performance.
Supports task allocation and ensures work is completed accurately and within required timelines.
Maintains strong interdepartmental communication to ensure smooth operations and guest satisfaction.
Assists in supervising, coaching, and guiding Reservations Agents, providing feedback to support performance improvement and engagement.
Supports training, onboarding, and development of team members to maintain high service standards.
Assists in recruitment activities and contributes to team development and succession planning.
Ensures all reservation details are accurately recorded, including guest preferences, special requests, and profiles in the system.
Supports handling of VIP reservations and ensures proper communication with relevant departments.
Ensures proper handling of reservation requests, changes, and cancellations across all channels.
Verifies room availability, rates, and booking details prior to confirmation.
Supports coordination with Sales, Marketing and Front Office teams to resolve any booking or system discrepancies.
Ensures proper documentation, reporting, and system accuracy in Opera and related systems.
Creates & Manages rate codes and package codes and maintains inventory control at resort level.
Assists in handling and documenting Travel Agent commissions and similar fees related to OTA and Channel Manager in a timely manner.
Assists in maintaining efficient scheduling and team coverage based on operational needs.
Supports continuous improvement of reservation processes and operational efficiency.
Adheres to all resort policies, grooming standards, and service guidelines.
Performs any additional duties as assigned by the Reservations Manager or senior management.
Talent Profile:
Diploma or Bachelor's degree in Hospitality Management or equivalent.
Mininum five (3) years' experience with at least two (2) years' experience in a similar role or capacity in luxury resort/hotel.
Excellent selling skills and understanding of sales processes.
Competent computing skills (e.g. Microsoft Office).
Strong working knowledge of Property Management and Customer Relations Management systems (e.g. OPERA).Acute attention to details.
Strong technical and people management skills.
Able to adapt to change and must be able to work under pressure.
Personable and pleasant to deal with. Discreet, reliable, diplomatic.
Must have a positive "can do" attitude, a flexible approach and a high degree of integrity.