Assistant Reservations Manager

RAFFLES

REF88255H

Doha, Qatar

 

 

QUALIFICATION & EXPERIENCE:

ROLES AND RESPONSIBILITIES:

• Ensure the daily operations of the Reservations Department run smoothly — manage departmental checklists, monitor tasks and ensure timely completion and review
• Review and spot-check reservations (including previous day’s bookings and arrivals), ensuring accuracy — especially VIP, special requests, corporate bookings — and readiness for arrival
• Support recruitment, training, coaching, and ongoing development of reservations staff (Reservations Agents), to uphold the high service standards expected by the brand
• Supervise and manage the Reservations team: oversee daily tasks, ensure enquiries/bookings are handled efficiently, maintain high responsiveness and professionalism
• Maintain strong coordination with other hotel departments (Front Office, Groups/Events, Sales/Revenue, and others) to align room allocations, group reservations, room-blocks, pick-up lists, and guest needs
• Monitor room inventory, room-block allocations, and collaborate with the Groups Department for group bookings, rooming lists, and adjustments as needed
• Handle guest enquiries, reservation requests, modifications, cancellations — including from travel agents, corporate accounts, OTAs and direct channels — ensuring accuracy, timely response, and excellent guest communication
• Track lost business opportunities (e.g., cancelled or unconverted enquiries), follow up where appropriate and report findings to department leaders for potential recovery
• Maintain full knowledge of hotel business segments, room types, rates, promotions, packages, and seasonal offers — ensure correct application when taking reservations
• Prepare and submit regular reports (daily, monthly or as required) on reservations performance to senior management/administration
• Ensure compliance with all hotel policies and standards (brand standards, hygiene/safety where applicable, data privacy for guest information)
• Perform any other duties as assigned by management, especially in support of operational and guest-experience goals