Job description for Reservation & E-commerce Supervisor at PT. YOLLA INVESTMENT GROUP
A. Reservation Management
- Manage the overall reservation process (direct bookings, OTAs, travel agents, and repeat guests).
- Ensure accuracy of booking details (rates, stay dates, guest information, and special requests).
- Monitor villa availability and inventory across all booking channels.
- Supervise data entry and system updates in PMS and channel manager.
- Handle booking modifications, cancellations, and overbooking situations professionally.
- Prepare daily, weekly, and monthly reservation reports.
B. E-Commerce & Online Distribution
- Manage OTA platforms (e.g., Booking.com, Airbnb, Expedia) and ensure all listings are accurate and up to date.
- Optimize online content including descriptions, photos, amenities, and policies.
- Monitor pricing and availability across all channels to ensure rate parity.
- Manage promotions, campaigns, and visibility tools on OTA platforms.
C. Revenue & Performance
- Analyze booking trends, market demand, and competitor insights.
- Support strategies to maximize occupancy and revenue.
- Identify opportunities for upselling and cross-selling.
- Generate performance reports from OTA extranets and internal systems.
D. Guest Experience & Online Reputation
- Monitor and respond to guest reviews on OTA platforms and online channels.
- Ensure timely and professional responses to guest inquiries and messages.
- Maintain high rating scores and guest satisfaction through proactive communication.
- Coordinate with operations team to address guest feedback and improve service quality.
E. Team Supervision
- Supervise and support reservation and e-commerce staff.
- Prepare staff schedules.
- Monitor team performance.
F. Coordination & Communication
- Coordinate with Housekeeping regarding room/villa readiness and updates.
- Coordinate with Engineering for maintenance status that may affect availability.
- Communicate effectively with Finance regarding payment, billing, and OTA reconciliation.
G. Administration & Reporting
- Maintain accurate documentation of reservations and online transactions.
- Ensure proper system usage (PMS, channel manager, OTA extranets).
- Prepare regular reports on occupancy, revenue, and online performance.
- Maintain organized guest and booking databases.
Key Competencies
- Strong understanding of OTA platforms and digital distribution
- Analytical and revenue-driven mindset
- Attention to detail
- Strong communication skills (English required)
- Leadership and team management
- Problem-solving and decision-making
