Job description for Reservation Manager at DIVINO GILI AIR
We are looking for a Reservation Manager to own the reservation function end-to-end every booking that enters the property, from OTA and direct channels, arrives correct, is confirmed on time, and lands in the system exactly as the guest booked it.
Key Responsibilities
- Handle all incoming reservations OTA, direct email, WhatsApp, phone, walk-in requests and input them accurately into the system
- Confirm bookings promptly; issue confirmation letters, vouchers, and pro-forma invoices
- Maintain room availability, allotment, and inventory across PMS, channel manager, and OTA extranets — zero overbooking
- Load rates, packages, and promotions as instructed by management; verify they display correctly on every channel
- Manage amendments, cancellations, no-shows, and refund requests according to policy
- Monitor and reconcile OTA bookings against the PMS daily; resolve mismatches and missing reservations immediately
- Handle deposits and payment status; coordinate with Finance on prepayments, invoices, and OTA remittance
- Prepare and distribute the daily arrival, departure, and in-house list to Front Office and Housekeeping
- Coordinate special requests room preference, transfers/boat schedule, early check-in, honeymoon and dietary requests with the relevant departments
Qualifications
- Minimum 4–5 years of experience in hotel/resort reservations, with at least 2 years at Supervisor or Manager level
- Hands-on experience with a PMS and a channel manager is required — Odoo, Cloudbeds, Mews, SiteMinder, STAAH, or equivalent
- Strong working knowledge of OTA extranets (Booking.com, Agoda, Airbnb, Expedia) — content, availability, rate loading, and dispute handling
- Experience with Odoo ERP is a strong plus; if you have not used it, you must be willing to be trained on it
- Solid Excel/spreadsheet skills — able to build your own pickup and occupancy recap without waiting for a report
- Fluent English, written and spoken — you will correspond with guests and agents directly. Bahasa Indonesia fluent
- Strong command of reservation policy mechanics: cancellation terms, deposit rules, allotment, cut-off, release dates
Comfortable working in a dynamic environment, willing to be placed in Gili Air, North Lombok
