Deskripsi pekerjaan Reservation Manager PT. YOLLA INVESTMENT GROUP
Duties & Responsibilities:
Team Leadership & Training
- Supervise, guide, and evaluate the Reservations team.
- Prepare work schedules and allocate daily tasks.
- Monitor staff performance, telephone manners, and service quality.
- Train team members on systems, standards, and customer service.
Reservation Management
- Oversee all reservation channels, including direct bookings, OTAs, and corporate clients.
- Review daily arrivals and departures, ensuring accuracy in billing, VIP handling, and special requests.
- Follow up on tentative, cancelled, or no-show bookings and process charges as per policy.
- Manage room blocks for groups, long-stay guests, VIPs, and special events.
- Ensure accurate recording of rates, promotions, and company/agency contracts in both systems and files.
Revenue & Yield Management
- Participate in yield and revenue management strategies to maximize occupancy and profitability.
- Review occupancy forecasts and prepare production and performance reports.
- Monitor OTA bookings, virtual credit card pre-billings, and rate parity across channels.
- Identify high-producing accounts and ensure proper recognition and follow-up by the team.
Guest & Service Focus
- Ensure special handling of VIP, repeat, and long-stay guests.
- Support the Front Desk during peak hours, handling guest check-ins/outs and assisting with overflow calls.
- Liaise with Operations to coordinate early arrivals, villa moves, and special cleaning requests.
- Maintain knowledge of hotel/villas facilities, services, and local activities to support guest inquiries.
Administration & Reporting
- Maintain accurate records of bookings, availability, and guest correspondence.
- Prepare daily, weekly, and monthly reports for management.
- Review and update policies, procedures, and reservation standards.
- Ensure proper documentation, filing, and logbook entries are maintained.
Collaboration & Communication
- Liaise closely with Marketing, Guest Services, and Operations to align occupancy strategies.
- Keep the Guest Relations Department and Operations Manager informed of significant issues, status changes, or unusual matters.
Villa Onboarding & Marketing Support
- Coordinate villa handovers from owners to the hospitality team, ensuring all details are complete.
- Organize photoshoots and content creation for new villas, ensuring marketing materials reflect brand standards.
- Work closely with Operations, Marketing, and Owners during villa onboarding to ensure smooth transition into the rental.
- Provide reservations input on villa descriptions, rates, and promotions for listings on OTAs and internal channels.
- Register new villas on OTAs and Booking platforms, following Yolla Hospitality standards.
General
- Uphold company grooming, service, and professionalism standards at all times.
- Attend meetings and briefings as required.
- Perform other duties and special projects assigned by Senior Management.
Position Requirements:
- Minimum 3–5 years of hospitality experience, with at least 1–2 years in reservations or front office management.
- Diploma or degree in Hospitality Management, Tourism, or related field preferred.
- Strong knowledge of reservation systems, PMS, and OTA platforms.
- Excellent leadership, training, and team management skills.
- Strong analytical and organizational skills with attention to detail.
- Excellent communication and interpersonal abilities.
- Professional appearance, positive demeanor, and ability to stay calm under pressure.
- Fluent in English (oral and written); additional languages are an advantage.
- Flexibility to work varied shifts, including weekends and holidays.
