Ecommerce & Reservations Manager

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Job Requirements

• Bachelor degree or equivalent hotel management courses
• 2-5 years’ experience in Ecommerce, Reservation
• Engaged in Online extranet platform
• Excellent both oral and written English skills
• Microsoft Office
• Knowledgeable in property management system (PMS)
• Knowledgeable in Booking engine, Channel manager, Metasearch and OTAs extranet
• Great people skilled, self-starter, goal oriented, tactful, sociable, forthcoming, creative, analytical, level headed, resilient and organized

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Job Description

Distribution

• Handle online business platforms under Lub d brand and drive customer engagement and revenues from online channels.
• Initiate new promotion / offer / campaign / package to increase production from online channels
• Researches industry and competitive trend and seeking new online/offline business opportunities
• Work closely with BO Revenue Team in order to initiate new strategy and maximize the profitability

OTAs

• Handle OTAs, Channel Manager and Booking engine on various aspects like monitoring competitors, review/update content & photo, and prepare/compare production.
• Be in touch with online business partners and update business trends.
• Provide knowledge and information about OTA platform to the team member.

Brand website

• Monitor and report Brand website performance by utilizing all brand tools and reporting available to set benchmarks and evaluate ROI of all digital programs and platforms.
• Analyze data of customer to assist in  deploying newstrategies for specific property.
• Assist BO team with SEO, SEM to optimize Brand website performance and revenues.
• Collaborating with appropriate stakeholders to ensure the rollout of website changes.

Reservation

• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Take, amend and cancel reservation details as applicable.  Confirm the method of payment.  Reply to every request for information within the timeline specified by the hotel
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling, achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.
• To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion and other services and facilities.
• Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.
• Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.  Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
• Understand how the Sales Department and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events.
• Provide assistance and friendly gestures to local representatives of tour operators and travel agencies.
• Attend hotel events, daily shift briefings and training to improve professional skills.

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