Assistant Manager – Reservations & Call Centre

About the role

The Assistant Manager, Reservations & Call Centre supports the daily operations of the hotel’s reservations and call centre functions, ensuring exceptional guest service, accurate booking management and revenue optimisation.

Key responsibilities

• Oversee accuracy of room blocks, reservations, group bookings and market codes.
• Process reservation requests, changes and cancellations across phone, email and fax.
• Explain guarantee, cancellation and special rate policies to guests.
• Handle special guest requests and ensure appropriate follow‑up.
• Maximise revenue through up‑selling, cross‑selling and promotions.
• Monitor call‑centre productivity, quality, KPIs and service levels.
• Analyse call‑volume trends and assist with staffing forecasts.
• Prepare weekly schedules, maintain user profiles and labour reports.
• Serve as Manager on Duty during assigned shifts and resolve guest complaints.

Required profile

• Proven experience overseeing reservations and call‑centre operations.
• Strong leadership, coaching and team‑motivation abilities.
• Excellent communication and customer‑service orientation.

Required skills