Reservations Manager

Position Summary

The Reservations Manager is responsible for managing the reservations function at Arda Khiva and ensuring that all booking activities are handled accurately, efficiently, and in accordance with the property’s commercial and service standards. The role contributes to revenue performance by optimizing booking conversion, maintaining inventory discipline, coordinating with sales and operational teams, and ensuring a high level of communication with guests and business partners.

Reports To

Commercial Director

Key Responsibilities

1. Reservations Operations

• Manage the full reservations cycle, including inquiries, quotations, confirmations, modifications, and cancellations across all booking channels such as phone, email, website, OTAs, and travel partners.
• Ensure all reservations are entered accurately into the relevant systems, including guest details, stay dates, room types, rates, payment terms, market segments, booking sources, and special requests.
• Ensure proper implementation of booking policies, including guarantees, prepayments, cancellation rules, no-show procedures, and room allocation standards.

2. Revenue and Inventory Coordination

• Work closely with the Commercial Director and relevant revenue management functions to implement pricing, availability, and booking control strategies.
• Monitor daily pickup, booking pace, cancellations, no-shows, and room availability, and identify unusual trends, risks, or business opportunities in a timely manner.
• Coordinate group blocks, allotments, and special booking situations with sales, front office, and operational departments in order to balance revenue optimization with service quality.

3. Team Leadership and Quality Control

• Supervise, support, and develop Reservations Agents, ensuring professional communication, accuracy, and timely follow-up on all reservation matters.
• Establish and maintain service standards related to response time, communication quality, booking accuracy, and upselling practices.
• Organize workflows, templates, and internal procedures to ensure efficient handling of guest and partner bookings.

4. Guest and Partner Communication

• Ensure all guest, agency, and corporate booking inquiries are managed in a professional, friendly, and solution-oriented manner.
• Handle reservation-related issues and complaints within the scope of authority and escalate more complex matters when necessary.
• Coordinate special requests, VIP arrangements, and stay-related details with front office, housekeeping, and other operational departments.

5. Reporting and Administration

• Prepare daily, weekly, and monthly reservations reports, including pickup, conversion, channel mix, cancellations, no-shows, and upselling performance.
• Maintain well-organized records of booking procedures, contracts, partner conditions, and reservation-related documentation.
• Support the Commercial Director with reservation data, reporting, and analysis for planning and decision-making purposes.

Compensation and Conditions

• Salary: Negotiable.
• Other employment terms, internal policies, and onboarding procedures are governed by company regulations and will be communicated separately.