Assistant Revenue And Reservations Manager

Behind every sold-out night is a smart strategy and flawless execution. We're looking for someone who thrives where Reservations meets Revenue, someone who understands that every booking, every rate, and every decision has an impact on commercial success.

As our Assistant Revenue & Reservations Manager, you'll be the engine that keeps our revenue strategy moving. From pricing execution and inventory management to distribution systems and reservations operations, you'll ensure the right rooms are sold at the right price, at the right time.

Main Duties:

Commercial Reservations Leadership

• Oversee the daily operations of the Reservations department with a strong focus on efficiency, conversion and revenue contribution
• Ensure all enquiries are handled within defined timelines with a commercial focus on upselling and conversion
• Monitor reservations inbox flow, enforce prioritisation standards and ensure structured task allocation per shift
• Maintain high accuracy in reservations processing, rate application and inventory control
• Ensure all 6 PM bookings, high-risk reservations and special requests are qualified in advance in line with Pace and forecasted occupancy
• Drive a revenue-focused culture within the Reservations team

Revenue Execution & Strategic Support

• Support the Director of Revenue & Reservations in implementing pricing, restriction, and inventory strategies across all systems and channels
• Ensure timely loading of rate plans, promotions, packages and corporate rates in CRS/PMS/channel systems (e.g. Synxis, iHotelier, Opera, OTA extranets)
• Review RMS recommendations and highlight anomalies based on market behaviour and booking pace
• Monitor pick-up trends by segment, channel, and booking window to support tactical decision-making
• Assist in forecasting occupancy, ADR and segment demand with structured reporting and analysis
• Calculate optimal availability and pricing structures for group and long-stay requests
• Actively contribute commercially relevant insights during weekly revenue meetings

Prioritisation, Time Management & Accountability (Critical Performance Area)

• Demonstrate strong prioritisation during high-demand periods, system updates and peak seasons
• Manage multiple deadlines simultaneously with structured planning and realistic timelines
• Ensure revenue-critical tasks are executed accurately and within agreed deadlines without delay
• Take full ownership of assigned deliverables and follow through to completion
• Proactively communicate progress, constraints, and risks rather than waiting for follow-ups
• Escalate potential delays, system issues, or workload conflicts early and transparently

Workflow Structuring & Delegation

• Establish clear shift structures, task ownership and daily operational priorities for the Reservations team
• Delegate administrative and routine tasks effectively to avoid operational bottlenecks
• Reduce over-involvement in basic operational tasks to focus on higher-value commercial responsibilities
• Continuously improve departmental SOPs, workflows and communication processes
• Set clear boundaries with internal stakeholders to manage interruptions and protect execution time during critical periods

Distribution, Channels & Rate Integrity

• Maintain rate parity and correct pricing display across OTAs, direct channels, GDS and CRS
• Update pricing, restrictions and stop-sell strategies in alignment with revenue directives
• Ensure cancellations, early departures and amendments are updated accurately across systems and extranets
• Monitor OTA commissions, payment authorisations and inventory alignment on a daily basis

Market Intelligence & Performance Monitoring

• Conduct daily competitor rate shops and demand analysis to support positioning strategy
• Ensure STR data uploads and assist in benchmarking performance (MPI, ARI, RGI awareness)
• Review daily pick-up reports and agent productivity metrics
• Prepare periodic performance reports focusing on conversion, pace and segment trends
• Support KPI tracking including ADR, conversion ratio, booking pace and channel mix

Team Development & Capability Building

• Train the Reservations team on core fundamentals including email prioritisation, structured communication and operational efficiency
• Develop team autonomy to reduce dependency on managerial intervention for basic tasks
• Coach agents on upselling techniques and commercial awareness during reservations handling
• Conduct regular performance reviews and structured feedback sessions
• Foster a culture of accountability, organisation and execution discipline

Communication & Stakeholder Management (Key Expectation)

• Communicate clearly, concisely and professionally with Sales, Front Office, Revenue and senior leadership
• Adapt communication style based on audience (operational vs executive level)
• Ensure internal communication is structured, direct and action-oriented
• Maintain strong collaboration with Front Office and Sales to ensure aligned commercial execution

Principal Accountabilities

• Ownership of no-show, cancellation and revenue protection processes
• Accuracy and timeliness of rate loading and system updates
• Structured execution of revenue directives and deadlines
• Transparency in reporting delays, risks and operational challenges
• Implementation and enforcement of Reservations SOPs aligned with commercial objectives

Media One Enthusiast Essentials

• Demonstrates commercial awareness alongside service excellence
• Maintains professionalism, clarity and efficiency in all communications
• Takes ownership and acts decisively within the scope of the role
• Collaborates proactively across departments to support revenue and guest experience
• Encourages positive GSS and personalised guest engagement
• Upholds ethical conduct, transparency and UAE legal compliance
• Builds a structured, positive and performance-driven team environment
• Continuously develops knowledge of systems, market trends and hotel performance

Role Specifications

Qualifications

• Essential: Degree or Diploma in Hospitality Management, Business, or equivalent professional experience
• Desirable: Certification or formal training in Revenue Management or Distribution Systems

Experience

Essential:

• Minimum 4–6 years progressive experience in Reservations within a 4 or 5-star hotel environment
• Proven experience in high-volume, deadline-driven reservations operations
• Strong exposure to revenue execution, rate loading, and inventory management
• Supervisory experience managing and structuring a reservations team

Desirable:

• Experience in UAE market
• Exposure to RMS environments (Duetto, IDeaS, or similar)
• Experience with CRS, channel manager and OTA extranets (iHotelier, SynXis, SiteMinder or similar)
• Experience supporting Revenue Management strategy and forecasting processes

Skills

Essential:

• Advanced Opera PMS proficiency
• Strong Excel and reporting capability
• Excellent prioritisation and time management skills
• Strong analytical and organisational ability
• Clear, concise written and verbal communication
• Ability to work under pressure with structured execution

Desirable:

• Knowledge of RMS systems (Duetto, IDeaS)
• Understanding of STR reports and market benchmarking
• Experience with distribution systems and channel management

Competencies

• Commercial Acumen
• Structured Execution Under Pressure
• Strong Prioritisation & Time Management
• Accountability & Ownership
• Confident Decision-Making
• Clear & Concise Communication

This isn't a role for someone who simply processes bookings. It's for a commercially minded problem solver who stays calm under pressure, makes confident decisions, spots risks before they become problems, and keeps the business one step ahead. If you love turning strategy into action and enjoy working where data, pace, and hospitality collide, we'd love to meet you.