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. presente 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: $36,200.00 MXN (Thirty-Six Thousand Two Hundred Pesos 00/100 MXN), equivalent to a gross daily salary of $1,206.67 MXN (One Thousand Two Hundred Six Pesos 67/100 MXN).
- Monthly Sales Performance Bonuses (as per the attached productivity bonus description).
- Grocery vouchers: $1,302.00 MXN per month, equivalent to $651.00 MXN biweekly, based on worked days.
- Transportation support: The company provides a shuttle service.
- Attendance bonus: $651.00 MXN (Six Hundred Fifty-One Pesos 00/100 MXN) biweekly, based on worked days.
- Savings fund: 5% of gross monthly salary, equivalent to $1,810.00 MXN (One Thousand Eight Hundred Ten Pesos 00/100 MXN) or $905.00 MXN biweekly.
- Savings account (optional): Minimum contribution of $100.00 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 2024 Revenue: $349,181 (Xinalani) + $36,676 (Mixto) = $385,857 USD
- Bonus: $385,857 x 0.2% = $772 USD
- Total bonus in MXN: $772 x $20.27 = $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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