Reservation Manager (Trưởng bộ phận Đặt phòng khách sạn)

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I.​ JOB PURPOSE
Responsible for leading the centralized reservation team in managing and organizing hotel bookings across the
cluster. The role ensures seamless reservation operations, optimizes workflow efficiency, supports revenue
growth, and elevates pre-arrival customer experience through modern, system-driven, and AI-enhanced
approaches.
II.​ KEY RESPONSIBILITIES
1. Centralized Reservation Operations
●​ Supervise and coordinate daily reservation activities across all properties and brands.
●​ Ensure all reservations (OTA, direct, corporate, walk-ins) are processed accurately and promptly within SLA turnaround times.
●​ Monitor booking pace, pick-up trends, and reservation patterns across brands.
●​ Directly handle complex bookings, VIP reservations, media/KOL requests, and special requests.
●​ Ensure consistency in reservation procedures across KiN Hotels, NiK Hotels, and KiN Wander.
2. Revenue & Inventory Support
●​ Assist in managing room inventory and availability across all distribution channels.
●​ Ensure rate parity and pricing accuracy across OTAs, brand websites, and offline channels.
●​ Support yield strategies by controlling availability and overbookings during high-demand periods.
●​ Work closely with the Revenue team on pricing adjustments, promotions, and packages.
●​ Identify opportunities to upsell room categories and increase Average Daily Rate (ADR).
3. Channel & System Management
●​ Monitor OTA extranets ([protected info], Agoda, Expedia, etc.) for accuracy and channel performance.
●​ Ensure PMS, Channel Manager, CRS, and ERP systems (Odoo) are fully updated and synchronized.
●​ Troubleshoot booking errors, system discrepancies, and rate integration issues promptly.
●​ Drive system optimization, leveraging modern tech and AI-driven automation to improve efficiency and reduce manual workload.
4. Team Supervision, Training & SOP Development
●​ Supervise Reservation Agents within the centralized team and manage daily shift allocations.
●​ Design, implement, and continuously refine Reservation SOPs, workflows, and operational systems from scratch.
●​ Provide coaching on modern booking techniques, upselling skills, and guest communication.
●​ Conduct regular training on systems, SOPs, AI tools, and service standards to ensure team KPIs are met.
5. Guest Experience & Communication
●​ Ensure all guest inquiries via phone, email, and digital channels are handled professionally and promptly.
●​ Understand the end-to-end customer journey to curate seamless pre-arrival experiences and resolve complaints proactively before check-in.
●​ Coordinate with Front Office and Guest Experience teams for smooth pre-arrival planning and VIP arrangements.
●​ Maintain strong, transparent communication between central reservations and hotel operation teams.
6. Reporting & Performance Tracking
●​ Prepare daily, weekly, and monthly reservation and revenue reports for individual properties and the cluster.
●​ Track key performance indicators (KPIs) including Conversion Rate, Booking Pace, Channel Performance, and No-show/Cancellation trends.
●​ Provide data-driven insights and actionable recommendations to management to improve overall
performance.
7. Cross-Brand Alignment
●​ Ensure reservation strategies and selling approaches reflect each brand positioning:
-​ KiN Hotels: Lifestyle, urban, experience-driven.
-​ NiK Hotels: Efficient, business-focused.
-​ KiN Wander: Leisure, destination-driven.
●​ Adjust communication tone, selling techniques, and guest engagement style accordingly.