This is a Fully On-Site Role Based in Actual Vallarta
Must be Bilingual in English and Spanish
ASSISTANT RESERVATIONS MANAGER
SUBORDINATES: Reservations Coordinator + Guest Services Coordinator
BASIC FUNCTION:
Supervise and execute the individual and group reservations process with excellence, ensuring efficient management, clear communication with clients, and a high hotel occupancy rate.
KEY OBJECTIVES:
- Ensure a maximum response time of 24 hours for reservation requests.
- Monitor the reservation conversion rate (from quotation to confirmation) and implement this tracking metric in Zoho CRM.
- Ensure 100% accuracy in inventory management within Cloudbeds.
- Implement processes to reduce cancellations and no-shows and encourage direct bookings without going through OTAs.
- Provide a seamless booking experience with excellent customer service.
RESPONSIBILITIES AND ACTIVITIES:
RESERVATIONS MANAGEMENT
- Receive and process individual, group, and day pass reservation requests.
- Handle customer service via phone, email, and WhatsApp Business.
- Advise clients on accommodation options, additional services, and current promotions.
- Prepare and send detailed quotations.
- Register and update reservations in Cloudbeds (PMS), ensuring accuracy in occupancy and rates.
- Supervise payment processing for deposits and additional charges through platforms such as Stripe and OpenPay, sending confirmations and reminders.
- Manage requests for changes, cancellations, and refunds according to established policies.
- Coordinate with the operations team to ensure a flawless guest experience.
INTERNAL SUPERVISION AND COORDINATION
- Monitor the reservations team's workload and optimize processes.
- Ensure proper application of reservation and cancellation policies.
- Coordinate with reception and operations to confirm arrivals, special requirements, and group stays through weekly supervision of the Guest List and Pre-Con.
- Report reservation trends and incidents to the Sales Manage