Reservations Manager

About the Job
We are looking for an experienced Reservation Manager to lead the daily operations of our Hanoi Reservation team. This role is responsible for ensuring that hotel, transfer, attraction, cruise, guide, restaurant, flight, and other travel-service bookings are handled quickly, accurately, and cost-effectively.
The Reservation
Manager will supervise the team, maintain strong operational control, work closely with Contracting and Accounting, and ensure every booking is properly confirmed, documented, rechecked, and delivered to the required service standard.
Company Description
Moon Holidays is a premium destination management company operating in Thailand and Vietnam, creating tailor-made travel experiences for international partners and travelers. We design and operate journeys ranging from family holidays and group tours to private travel, combining strong local knowledge, reliable on-the-ground support, high service standards, and carefully selected suppliers.
Key Responsibilities
Lead, manage, and allocate the daily workload of the Reservation team, ensuring booking requests are handled promptly and accurately.
Supervise reservations, amendments, cancellations, confirmations, and voucher issuance across hotels and other travel suppliers.
Ensure vouchers and booking records are complete, accurate, traceable, and updated in the company system.
Monitor cut-off dates, payment deadlines, cancellation policies, allotments, and supplier conditions to reduce operational and financial risk.
Ensure critical services such as transfers, attractions, and other key arrangements are rechecked with suppliers before service delivery.
Handle urgent operational issues, oversales, last-minute changes, supplier problems, and service-related complaints.
Work closely with the Contracting team to apply correct contracted rates, booking conditions, benefits, preferred suppliers, and supplier policies.
Guide the team to prioritize preferred and contracted suppliers where appropriate to support profitability and commitment volumes.
Provide Contracting with practical feedback on supplier performance, recurring issues, customer preferences, and operational challenges.
Review net rates and booking costs and support cost control in line with company guidelines.
Coordinate with Accounting on supplier invoices, payment schedules, booking documentation, and reconciliation issues.
Maintain and improve Reservation SOPs, workflows, quality-control procedures, and internal communication standards.
Train, coach, and support Reservation staff; set clear expectations and monitor performance and KPIs.
Maintain fast and professional communication with Sales, suppliers, and internal departments through email, phone, WhatsApp, and company systems.
Qualifications
3-5 years of experience in Reservations, Tour Operations, or a similar travel-industry role, preferably within an inbound DMC or travel agency.
At least 1-2 years of experience as a Team Leader, Supervisor, or Manager.
Strong understanding of hotel and travel-service reservations, supplier confirmations, vouchers, amendments, cancellations, and payment deadlines.
Strong leadership, task allocation, problem-solving, and crisis-management skills.
High attention to detail and the ability to maintain accuracy under pressure and during peak travel periods.
Strong professional English, both written and spoken; Vietnamese proficiency is required for local supplier coordination.
Good working knowledge of reservation/booking systems and Microsoft Office or Google Workspace.
Bachelor's degree or Diploma in Tourism & Hospitality Management, Business Administration, Foreign Languages, or a related field is preferred.
Strong Advantages
Established relationships with hotels, resorts, cruises, transport providers, airlines, guides, or other tourism suppliers in Vietnam.
Experience with booking engines, PMS, OTAs, or DMC operational systems.
Experience building SOPs, training teams, and improving reservation workflows
What We Offer
Competitive salary based on experience and capability.
Performance-based incentives for relevant positions.
Social insurance, health insurance, and statutory benefits in accordance with Vietnamese labor regulations.
A hands-on role in a growing international travel company with close collaboration across Sales, Contracting, Accounting, and Operations.
Location
Hanoi, Vietnam - Full-time, On-site
Vietnamese Candidates Only