Duties & Responsibilities:

Team Leadership & Training

• Supervise, guide, and evaluate the Reservations team.
• Prepare work schedules and allocate daily tasks.
• Monitor staff performance, telephone manners, and service quality.
• Train team members on systems, standards, and customer service.

Reservation Management

• Oversee all reservation channels, including direct bookings, OTAs, and corporate clients.
• Review daily arrivals and departures, ensuring accuracy in billing, VIP handling, and special requests.
• Follow up on tentative, cancelled, or no-show bookings and process charges as per policy.
• Manage room blocks for groups, long-stay guests, VIPs, and special events.
• Ensure accurate recording of rates, promotions, and company/agency contracts in both systems and files.

Revenue & Yield Management

• Participate in yield and revenue management strategies to maximize occupancy and profitability.
• Review occupancy forecasts and prepare production and performance reports.
• Monitor OTA bookings, virtual credit card pre-billings, and rate parity across channels.
• Identify high-producing accounts and ensure proper recognition and follow-up by the team.

Guest & Service Focus

• Ensure special handling of VIP, repeat, and long-stay guests.
• Support the Front Desk during peak hours, handling guest check-ins/outs and assisting with overflow calls.
• Liaise with Operations to coordinate early arrivals, villa moves, and special cleaning requests.
• Maintain knowledge of hotel/villas facilities, services, and local activities to support guest inquiries.

Administration & Reporting

• Maintain accurate records of bookings, availability, and guest correspondence.
• Prepare daily, weekly, and monthly reports for management.
• Review and update policies, procedures, and reservation standards.
• Ensure proper documentation, filing, and logbook entries are maintained.

Collaboration & Communication

• Liaise closely with Marketing, Guest Services, and Operations to align occupancy strategies.
• Keep the Guest Relations Department and Operations Manager informed of significant issues, status changes, or unusual matters.

Villa Onboarding & Marketing Support

• Coordinate villa handovers from owners to the hospitality team, ensuring all details are complete.
• Organize photoshoots and content creation for new villas, ensuring marketing materials reflect brand standards.
• Work closely with Operations, Marketing, and Owners during villa onboarding to ensure smooth transition into the rental.
• Provide reservations input on villa descriptions, rates, and promotions for listings on OTAs and internal channels.
• Register new villas on OTAs and Booking platforms, following Yolla Hospitality standards.

General

• Uphold company grooming, service, and professionalism standards at all times.
• Minimum 3–5 years of hospitality experience, with at least 1–2 years in reservations or front office management.

Position Requirements:

1. Diploma or degree in Hospitality Management, Tourism, or related field preferred.
2. Strong knowledge of reservation systems, PMS, and OTA platforms.
3. Excellent leadership, training, and team management skills.
4. Strong analytical and organizational skills with attention to detail.
5. Excellent communication and interpersonal abilities.
6. Professional appearance, positive demeanor, and ability to stay calm under pressure.
7. Fluent in English (oral and written); additional languages are an advantage.
8. Flexibility to work varied shifts, including weekends and holidays.