This is a Fully On-Site Role Based in Nuevo 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 Whats App 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 Open Pay, 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 Manager.
Ensure that all reservations are properly documented and charged.
ANALYSIS AND REPORTING
Prepare weekly and monthly reports on:
Projected vs. vigente occupancy
Reservation conversions
Cancellations and no-shows, including causes and recommendations
Customer feedback on the reservation process
Identify opportunities for improvement in reservation processes and tools.
JOB PROFILE – KEY SKILLS
Attention to detail and accuracy in handling information.
Clear and professional communication skills (verbal and written).
Problem-solving skills and ability to handle complaints.
Strong organizational and time management skills.
High level of customer service and focus on guest satisfaction.
Leadership and team management skills.
Teamwork and ability to coordinate with other departments.
Adaptability and ability to work under pressure during peak seasons.
REQUIREMENTS
Languages: Fully bilingual in English (excellent writing and verbal communication).
Education: Bachelor's degree in Tourism, Business Administration, or a related field.
Experience:
Minimum 3 years in reservations or customer service in hotels.
Experience with hotel management systems (PMS), preferably Cloudbeds.
Knowledge of payment platforms and OTA management (Booking, Expedia, etc.).
TOOLS:




Cloudbeds (PMS), Zoho CRM, Whats App Business, Google Sheets, Google Docs, Asana
OTA extranets
Credit card terminals, payment platforms such as Stripe and Open Pay
General office equipment
WORK SCHEDULE:
Monday to Friday: 8:30 AM – 5:30 PM
Saturday: 8:30 AM – 1:30 PM
SALARY AND BENEFITS:
Gross Monthly Salary: $36,****** MXN (Thirty-Six Thousand Two Hundred Pesos ****** MXN), equivalent to a gross daily salary of $1,****** MXN (One Thousand Two Hundred Six Pesos ****** MXN).
Monthly Sales Performance Bonuses (as per the attached productivity bonus description).
Grocery vouchers: $1,****** MXN per month, equivalent to $****** MXN biweekly, based on worked days.
Transportation support: The company provides a shuttle service.
Attendance bonus: $****** MXN (Six Hundred Fifty-One Pesos ****** MXN) biweekly, based on worked days.
Savings fund: 5% of gross monthly salary, equivalent to $1,****** MXN (One Thousand Eight Hundred Ten Pesos ****** MXN) or $****** MXN biweekly.
Savings account (optional): Minimum contribution of $****** MXN per biweekly period, up to a maximum equivalent to 30% of the monthly income.
PRODUCTIVITY BONUS
Monthly Productivity Bonus – Payable on the Friday following the first biweekly payroll of the next month.
0.2% of the monthly room revenue recorded in Cloudbeds.
Example Calculation:
December **** Revenue: $349,181 (Xinalani) + $36,676 (Mixto) = $385,857 USD
Bonus: $385,*********% = $772 USD
Total bonus in MXN: $772 x $***** = $15,648 MXN
SUBORDINATE ROLES
Reservations Coordinator
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service and Administrative
Industries
Travel Arrangements and Hospitality
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