Zenseana Resort & Spa

Reservation Manager - Duties & Responsibilities
-Oversee all reservation channels (Email, phone, OTA, agents)
-Ensure accuracy of all bookings (rate, date, room type)
-Handle reservation issues such as overbooking, amendments, and cancellations
-Monitor and enforce SLA for responses (timely, accurate, and complete
-Manage and develop the Reservation team
-Assign tasks, prepare duty rosters, and monitor team performance
-Train team members on systems, product knowledge, and selling skills
-Coordinate with Front Office, Sales, Revenue, and Accounting teams
-Update and communicate key information (VIPs, group bookings, allotments)
-Support marketing campaigns and promotional activities
-Ensure 100% booking accuracy
-Minimize errors and customer complaints
-Monitor email quality and response standards
-Manage PMS, Channel Manager, and OTA extranets -Ensure real-time system updates and data accuracy
-Prevent overbooking and underselling situations
-Respond to customers and agents in a professional manner
-Handle complaints and resolve issues effectively
-Verify payments, deposits, and credit arrangements
-Enforce cancellation and no-show policies
-Coordinate with Accounting on outstanding balances