Assistant Reservations Manager

Marsa Malaz Kempinski, The Pearl - Doha the Assistant Reservations Manager directly oversees day-to-day reservation operations while serving as the primary operational extension of the Director of Revenue Management. In this dual-focused role, you will lead the reservation agents, manage day-to-day inventory and booking flows, and directly execute the strategic yield decisions, pricing tactics, and distribution controls set by the Director of Revenue Management. Opera Cloud Knowledge is essential. Key Responsibilities Departmental Leadership & Daily Operations - Serve as the operational head of the reservations department, managing daily workflows, shift handovers, and agent schedules. - Supervise, coach, and train reservation agents on booking procedures, phone etiquette, and strategic upselling tactics. - Act as the direct liaison for escalated guest inquiries, complex bookings, VIP reservations, and group rooming lists. - Maintain high standards of data entry accuracy across all reservations to ensure clean revenue tracking and reporting. 2. Direct Revenue Strategy Execution - Work directly with the Director of Revenue Management to implement daily rate changes, yield strategies, and stay controls (MinLOS, CTA/CTD) across the PMS, CRS, and OTAs. - Monitor daily inventory, room availability, and overbooking thresholds to optimize occupancy and prevent revenue spoilage. - Conduct regular rate parity checks across OTAs and metasearch channels, taking immediate action to address and resolve pricing discrepancies. - Manage group blocks, cut-off dates, deposit tracking, and billing details in close coordination with Sales and Revenue Management. 3. Channel & System Administration - Ensure seamless, error-free connectivity between the PMS, Channel Manager, CRS, and third-party booking channels. - Audit daily reservations for proper market segmentation, origin coding, rate code mapping, and travel agency commission structures. - Assist the Director of Revenue Management in setting up new promotions, rate plans, and packages across all distribution platforms. 4. Reporting & Communication - Compile daily pickup reports, pace updates, denial/cancellation logs, and call conversion stats for the Director of Revenue Management. - Active participation in weekly revenue strategy meetings, providing operational feedback on booking pace, market trends, and lead times. Skills, Knowledge and Expertise Experience & Knowledge - Opera Cloud Experience is essential - Education: Diploma or Bachelor’s degree in Hospitality Management, Business, or a related field. - Experience: 3+ years in hotel reservations or front desk, including at least 1–2 years in a supervisory or senior capacity. - Tech Proficiency: - Property Management Systems (e.g., Opera PMS, Cloudbeds, Mews). - Central Reservation Systems (CRS) and Channel Managers (e.g., SiteMinder, RateGain). - OTA Extranets (Expedia Partner Central, Booking.com Partner Hub) and GDS processes. - Intermediate-to-advanced Microsoft Excel / Google Sheets for reporting

Education: Diploma or Bachelor’s degree in Hospitality Management, Business, or a related field. Experience: 3+ years in hotel reservations or front desk, including at least 1–2 years in a supervisory or senior capacity. Opera Cloud experience is essential. Tech proficiency with Property Management Systems (e.g., Opera PMS, Cloudbeds, Mews), Central Reservation Systems (CRS) and Channel Managers (e.g., SiteMinder, RateGain), OTA Extranets (Expedia Partner Central, Booking.com Partner Hub) and GDS processes. Intermediate-to-advanced Microsoft Excel / Google Sheets for reporting.

Departmental Leadership & Daily Operations: Serve as the operational head of the reservations department, managing daily workflows, shift handovers, and agent schedules. Supervise, coach, and train reservation agents on booking procedures, phone etiquette, and strategic upselling tactics. Act as the direct liaison for escalated guest inquiries, complex bookings, VIP reservations, and group rooming lists. Maintain high standards of data entry accuracy across all reservations to ensure clean revenue tracking and reporting. Direct Revenue Strategy Execution: Work directly with the Director of Revenue Management to implement daily rate changes, yield strategies, and stay controls (MinLOS, CTA/CTD) across the PMS, CRS, and OTAs. Monitor daily inventory, room availability, and overbooking thresholds to optimize occupancy and prevent revenue spoilage. Conduct regular rate parity checks across OTAs and metasearch channels, taking immediate action to address and resolve pricing discrepancies. Manage group blocks, cut-off dates, deposit tracking, and billing details in close coordination with Sales and Revenue Management. Channel & System Administration: Ensure seamless, error-free connectivity between the PMS, Channel Manager, CRS, and third-party booking channels. Audit daily reservations for proper market segmentation, origin coding, rate code mapping, and travel agency commission structures. Assist the Director of Revenue Management in setting up new promotions, rate plans, and packages across all distribution platforms. Reporting & Communication: Compile daily pickup reports, pace updates, denial/cancellation logs, and call conversion stats for the Director of Revenue Management. Active participation in weekly revenue strategy meetings, providing operational feedback on booking pace, market trends, and lead times.