Reservation Manager – Job Description
Position: Reservation Manager
Location: Havelock Island, Andaman & Nicobar Islands
Department: Reservations
Employment Type: Full-Time
Industry: Hospitality / Resort / Travel
About the Role
We are looking for an experienced and result-oriented Reservation Manager to manage the complete reservation process for our resort in Havelock Island. The role involves handling direct and online bookings, managing OTA channels, coordinating with travel agents and the sales team, maximizing room occupancy and revenue, and ensuring a smooth booking experience for guests.
Key Responsibilities
1. Reservations Management
- Manage all room reservations received through direct calls, emails, website, OTAs, travel agents, and other booking channels.
- Ensure all reservations are entered accurately into the reservation/PMS system.
- Monitor room availability, inventory, rates, cancellations, modifications, and no-shows.
- Ensure timely confirmation of all bookings.
- Maintain accurate reservation records and guest information.
- Ensure proper follow-up on all pending and tentative reservations.
2. OTA Management
- Manage all major OTA platforms such as Booking.com, Expedia, Agoda, MakeMyTrip, Goibibo, Airbnb, and other online booking channels.
- Maintain accurate room inventory, rates, availability, packages, and restrictions across all OTA platforms.
- Monitor and respond to OTA bookings, cancellations, modifications, and guest queries.
- Ensure rate parity across different booking channels.
- Manage OTA promotions, discounts, deals, and campaigns to maximize bookings and revenue.
- Coordinate with the Revenue/Sales team to update rates based on occupancy, demand, seasonality, and market conditions.
- Monitor OTA reviews, ratings, and guest feedback and coordinate with the concerned departments for resolution.
- Ensure there are no overbookings, rate mismatches, or inventory discrepancies.
- Track OTA performance, revenue, cancellations, commissions, and booking production.
- Reconcile OTA bookings and payments with internal reservation records.
- Coordinate with OTA market managers and representatives whenever required.
- Work on improving the property's OTA ranking, visibility, conversion, and overall revenue performance.
3. Revenue & Occupancy
- Monitor daily occupancy, room availability, ADR, and booking trends.
- Implement rate strategies based on demand, seasonality, occupancy, and market conditions.
- Coordinate with the Sales and Revenue teams to maximize room revenue.
- Identify opportunities for upselling rooms, packages, meals, activities, and other resort services.
- Monitor competitor rates and market trends.
- Ensure maximum utilization of available room inventory.
4. Travel Agent & Corporate Coordination
- Maintain strong relationships with travel agents, DMCs, corporate clients, and other business partners.
- Handle booking requests, rate queries, amendments, cancellations, and special requirements.
- Ensure contracted rates and booking terms are correctly followed.
- Follow up on pending bookings and payment confirmations.
- Develop long-term relationships with key travel partners to generate repeat business.
5. Guest Communication
- Ensure professional and timely communication with guests before arrival.
- Handle special requests, room preferences, honeymoon arrangements, transfers, activities, and other requirements.
- Coordinate with Front Office, Housekeeping, F&B, Operations, and Transport teams for special arrangements.
- Ensure important guest information is properly communicated to the concerned departments.
- Maintain a high standard of communication and service throughout the reservation process.
6. Team Management
- Supervise and guide the reservation team.
- Allocate daily responsibilities and monitor team performance.
- Train team members on reservation procedures, communication standards, PMS, OTA platforms, and company policies.
- Ensure proper communication and follow-up within the team.
- Conduct regular performance reviews and identify training requirements.
- Ensure the team responds to enquiries and bookings within defined timelines.
7. Reporting & MIS
- Prepare daily, weekly, and monthly reservation reports.
- Monitor booking pace, occupancy forecasts, cancellations, and revenue.
- Maintain accurate records of confirmed, tentative, cancelled, and pending bookings.
- Prepare OTA performance and revenue reports.
- Track room nights, ADR, occupancy, revenue, cancellations, and booking sources.
- Share relevant reports with management and the Sales/Revenue teams.
8. Process & Quality Control
- Ensure no reservation enquiry is missed or left without proper follow-up.
- Maintain high standards of professional communication with guests and business partners.
- Ensure proper documentation and payment follow-up for bookings.
- Identify reservation errors and take corrective action immediately.
- Ensure proper coordination between Reservations, Front Office, Sales, Revenue, and Operations.
- Develop and maintain standard operating procedures for the reservations department.
Required Skills & Qualifications
- Minimum 2–5 years of experience in hotel reservations, OTA management, front office, revenue, or hospitality sales.
- Experience in a resort/hotel environment is preferred.
- Strong hands-on experience in OTA management and online distribution channels.
- Experience with PMS, Channel Manager, Booking Engine, and OTA extranets.
- Good understanding of room inventory, rates, packages, promotions, and revenue management.
- Excellent communication and negotiation skills.
- Strong email and telephone etiquette.
- Good knowledge of MS Excel and reporting.
- Ability to handle multiple bookings and deadlines simultaneously.
- Strong leadership, follow-up, and problem-solving skills.
- Candidates with experience in Andaman tourism, travel agencies, DMCs, or island resorts will be preferred.
Key Performance Indicators (KPIs)
- Reservation conversion rate
- Room occupancy
- Revenue generated through reservations
- OTA revenue and production
- OTA ranking and visibility
- Average Daily Rate (ADR)
- Booking accuracy
- Response time to booking enquiries
- OTA conversion rate
- Cancellation and no-show management
- Travel agent/business partner relationships
- Upselling and additional revenue
- Team productivity and performance
- Guest communication and satisfaction
Preferred Candidate Profile
The ideal candidate should be proactive, commercially aware, well-organized, and excellent at follow-up. The candidate must have strong hands-on knowledge of OTA platforms, hotel reservations, room inventory, pricing, and revenue generation.
The candidate should be comfortable working in a fast-paced resort environment and should have a strong focus on increasing occupancy, improving OTA performance, maximizing revenue, and maintaining excellent guest and partner communication.
Location: Havelock Island, Andaman & Nicobar Islands
Salary: As per experience and industry standards
