Main Functions
The Guest Reservations Manager is responsible for booking and coordinating all guest reservations for the luxury apartment, ensuring a smooth and welcoming experience from initial inquiry through to check-out.
This role ensures that apartment occupancy is maximised, guest expectations are met or exceeded, and operations run efficiently.
Role Responsibilities
Reservation Coordination:
Manage and coordinate all guest reservations, ensuring accurate and timely bookings across multiple channels (online platforms, direct bookings, corporate clients, etc.).
Calendar & Occupancy Management:
Maintain an up-to-date reservations calendar, optimize apartment occupancy, and coordinate housekeeping and maintenance schedules accordingly.
Guest Communication:
Respond to inquiries, confirm bookings, send check-in/check-out details, and follow up with guests pre- and post-stay. Handle requests for modifications, cancellations, and special arrangements.
Booking Optimization:
Maximize booking efficiency by minimizing vacancy gaps, avoiding double-bookings, and adjusting availability based on demand and seasonality.
Collaboration with Operations Team:
Work closely with housekeeping, maintenance, and front desk staff to ensure rooms are ready and guest needs are met on time.
Record Maintenance:
Keep accurate and confidential records of guest bookings, preferences, payment confirmations, and stay histories.
Issue Resolution:
Handle reservation conflicts, overbookings, or last-minute changes with professionalism, offering solutions that protect guest satisfaction and operational integrity.
Experience / Qualifications
Bachelor's degree in Social Sciences, Hospitality, Business Administration, or a related field.
Additional training in reservations, property management, or hospitality administration is an advantage.
Minimum of 2 years experience in a guest-facing, reservations, or administrative role, preferably within a hotel, luxury apartment, or short-let property.
Experience with property management systems (PMS), booking engines, and CRM tools is highly desirable.
Competencies/Skills:
Organizational Skills: Excellent at managing bookings, calendars, and operational coordination.
Communication Skills: Clear and professional communicator, both written and verbal, with strong interpersonal skills.
Customer Service: Courteous, approachable, and solutions-oriented when interacting with high-value guests.
Time Management: Able to prioritize competing demands while maintaining attention to detail in a fast-paced environment.
Behavioural Qualities/Other Competences:
High level of emotional intelligence in difficult circumstances with dedication to sustain performance, particularly when under pressure
Attention to detail: Meticulous in coordinating bookings, avoiding overlaps or delays.
Problem-solving and decision-making aptitude: Quick thinker who can resolve scheduling conflicts or client cancellations without disruption to the spa's operations.
Strong work ethic and reliability.