Reservation and Ecommerce Manager

About the Role

The Reservations & E-Commerce Manager is responsible for maximizing room revenues, occupancy, and profitability by leading daily reservations operations and managing all online distribution channels. This role drives the resort's e-commerce strategy—optimizing the brand website and OTA profiles—while ensuring the on-property reservations team delivers an efficient, high-touch booking experience for transient, wholesale, and wellness retreat guests.

Responsibilities

• Manage OTA platforms (Agoda, Booking.com, Expedia, TripAdvisor) to ensure rate parity, accurate content, and strong online visibility; monitor competitor pricing and online promotions and provide market updates to the Assistant Director of Sales & Marketing.
• Update the resort website and booking engine with current promotions, room information, images, and rates; support SEO, digital marketing campaigns, and email marketing to increase direct bookings.
• Respond promptly to online inquiries, OTA messages, and reservation requests.
• Supervise daily reservations operations; maintain accurate reservation records in the PMS and Channel Manager systems; monitor booking trends and account production to support rate and inventory strategies.
• Manage room allotments, restrictions, and availability across all channels; oversee reservation administration, guest correspondence, billing, and deposit verification.
• Build and maintain relationships with OTA account managers and online travel partners; coordinate with Front Office, Sales, and Management regarding booking trends and occupancy updates.
• Prepare daily, weekly, and monthly reservation and production reports for management review.

Qualifications

• Bachelor’s degree in Hotel Management, Business Administration, Marketing, E-Commerce, or related field.
• Minimum 3–5 years’ experience in Hotel Reservations, E-Commerce, or Digital Distribution with experience managing OTA platforms (Agoda, Booking.com) and working with PMS and Channel Manager systems.
• Essential skills: strong communication in English and Thai; proficiency with PMS, CRS, booking engines, and hospitality systems; leadership, organizational, and team management skills.
• Preferred: experience in luxury resorts or high-volume leisure properties; basic knowledge of SEO, Google Analytics, and CMS platforms.
• Personal attributes: positive service mindset; ability to work under pressure and maintain professional standards.