Assistant Manager (Reservations) - Avadale Resorts

Brief Description

As the Reservations Manager, you will be responsible for managing the Central Reservations Desk to help address reservation related queries.

Detailed Job Description

1. Customer Service
1. Respond to guest inquiries across inbound channels (phone, mail, chat etc.)
2. Identify guest reservation needs and suggest appropriate plans / packages.
3. Answer questions related to property & destination (local attractions etc).
4. Use sales techniques (up-sell, cross-sell) to maximise room sales, while maintaining a positive guest experience.
5. Work with local travel partners to make bookings for experiences & transportation.
6. Process all the reservation related requests (advance, refunds, modification etc)
7. Review and implement new reservations procedures (as made from time to time)
2. Travel Agency Management
1. Respond to reservation inquiries made by national & international tour operators / travel agents to drive room / package sales through offline channels.
2. Manage the overall relationship with offline travel agents.
3. Process all the reservation related requests from Online Travel Agents.
3. Other Responsibilities
1. Conduct pre-arrival calls to guests to check / explain hotel policies & services.
2. Troubleshoot, resolve, and document guest issues and concerns from Property Operations team or from Travel Agents or escalate / refer to appropriate individuals.
3. Use the property management system (PMS) to enter / edit data related to guest reservations.

Key Requirements

1. Willingness to handle inquiries over calls / mail / chat platforms.
2. Willingness to travel to property locations ~ 2-3 days, every 3 months.
3. Keen interest in hospitality, travel & tourism.
4. Team player - develop and maintain positive working relationships with others.
5. Preferred - Bachelors in Travel & Tourism, B.Sc Hospitality, M.Sc Hospitality, IHM Graduates

Why Should You Join Us

1. Avadale Resorts is a dynamic company with 8 operational resorts & with ambitious plans to scale the Avadale brand, so you get an opportunity to grow with the company.
2. Get to work with individuals who are extremely passionate about travel & tourism.