Reservation Manager (F/M/X)

Company Description

Nestled on the Gulf of Thailand’s captivating coastline, SO Sofitel Hua Hin stands as Hua Hin’s most distinctive 5-star hotel in Cha-Am, north to Hua Hin, just a short 2.5-hour drive from Bangkok, this luxury beachfront resort offers chic design with 100 rooms and 8 villas, including private pool villas.

A luxury private beachfront experience in Hua Hin defines the experience, with soft sand underfoot, tranquil shoreline walks, and the calming sound of waves creating a sense of effortless escape. Playful artwork, contemporary architecture, exclusive accommodations, exceptional dining, and a curated selection of activities complete a refined seaside destination for couples and families.

Job Description

Reservations Management

• Oversee the daily operations of the Reservations Department.
• Ensure all reservations are processed accurately and promptly.
• Monitor room inventory, availability, and booking patterns.
• Manage room allocations to optimize occupancy and revenue.
• Ensure reservation policies and procedures are consistently followed.

Revenue Optimization

• Work closely with the Revenue Management team to maximize ADR, occupancy, and RevPAR.
• Monitor booking pace, market demand, and pickup reports.
• Ensure rate parity across all distribution channels.
• Control room inventory across direct and third-party channels.
• Support promotional campaigns and special offers.

Guest Service

• Ensure timely and professional handling of reservation enquiries.
• Resolve complex reservation issues and guest complaints.
• Maintain high standards of communication with guests and internal departments.
• Support VIP, group, and special requests.

Team Leadership

• Recruit, train, coach, and develop Reservations team members.
• Prepare work schedules and manage staffing levels.
• Conduct performance reviews and provide continuous feedback.
• Foster a culture of service excellence and teamwork.

Systems & Administration

• Ensure accurate use of PMS, CRS, Channel Manager, and booking platforms.
• Maintain reservation records and guest profiles.
• Monitor reservation reports and identify trends.
• Ensure data accuracy and compliance with company policies.

Cross-functional Collaboration

• Coordinate closely with Front Office, Sales, Revenue Management, Housekeeping, and Finance.
• Support group bookings and special events.
• Communicate forecast changes and inventory updates.