CLUSTER RESERVATIONS MANAGER

Job Location:

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, with an intrinsic sense of authentic hospitality. Inspired by the Sanskrit word meaning ‘without end’, our spirit embodies freedom, movement, and harmony. We believe every journey should leave a lasting impression — for our guests and for our people.

Founded in 2001 in Thailand, we have since expanded across the world, welcoming guests in some of the world’s most captivating locales — from pristine beaches and private islands to ancient sites and vibrant metropolises. If you are driven by a passion for generosity, warmth and heartfelt hospitality, Anantara offers a career without limits.

Key Duties and Responsibilities

·         Ensure effective operation of the Reservations department in meeting the business goals of the hotel. 

·         Review and evaluate the current reservations structure by monitoring performance over several months, and provide feedback and recommendations for an optimal setup that improves efficiency, team productivity, and conversion rates.

·         Set and monitor targets for the reservations team to drive direct enquiry conversion, ensuring timely follow-up, effective communication, and upselling techniques are utilized to maximize booking opportunities and revenue growth.

·         Ensure that all Standard Operating Procedures are being adhered to, by training all staff and monitoring their performance.  Continue to capture best current practice in new LSOPs.

·         Training of Reservation Department in all aspects or reservations operations to ensure a high degree of accuracy in guest reservations, maximizing revenue opportunities and satisfaction of guests and employees.

·         Responsible for developing, organizing, and implementing of Reservations orientation and ongoing training.

·         Be fully aware at all times of the selling strategy, rates, packages, groups and booking status of the hotel.

·         Assist Revenue Management with inventory management, including maintenance of allotments, group blocks, and rate codes in all applicable systems.

·         Ensure available technology (PMS & RMS) is fully utilized and understood according to property specific business mix and requirements; in depth knowledge of local Property Management System is required.

·         Maintaining high standards of data quality through regular system maintenance.

·         Responsible to drive maximum revenues of preferred Minor Hotels rate/package products by applying relevant selling strategy.

·         Understand how Sales offices, Group Sales Department and Front office relate to the Reservation Department.

·         Monitor daily arrivals by ensuring all guest requests are carried out and communicated to other relevant departments, all realistic expectations are met, and reservations are honored.

·         Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies. Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.

·         Build and upkeep close working relationship with Groups Sales Department. Ensure booking status reflects the correct Groups status. Regular follow up on pending/tentative/definite Groups.

·         Take personal responsibility for driving Upselling within the property by setting monthly targets per reservation Team Member in order to achieve target.

·         To continuously review technical problems, work & operational procedures to maintain guest and employee satisfaction.

·         Ensure Booking Status is constantly up to date; no back log of reservations, reservations without guest names, unattended tentative/guaranteed group blocks.

·         Responsible for the administration of the Assistant Reservation Manager, Reservation Supervisor, Reservation Sales Agents.

·         Ensure optimal use of all distribution channels, e.g. iHotelier, GDS, Minor Hotels.com, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.

·         Ensure all Team Members are up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.

·         Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.  Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.

·         Maintain a motivational working environment within the department, and with other colleagues in the hotel.

·         Submit requested reports and information to regional/corporate office in a timely manner.

·         Provide all Team Members with appropriate coaching and counselling, support and guidance.

·         Understand the dynamics of Regional & Local Market, local Competitors and Events of the destination. In depth understanding of local seasonality and booking patterns.

·         Proactively promote other sister properties of Minor International.

·         Liaise with the Accounting Department for accounting an up-to-date information related Reservation procedures, reports and operational problems and payments of commission.

·         Perform all management administration with regard to staffing: Rostering, time and leave management etc.

·         Provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

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