Assistant Reservation Manager

Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.

Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options. 

We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.
 

The Assistant Reservations Manager is responsible for supporting the Revenue Manager in achieving the department’s financial and service objectives by ensuring the highest standards of reservations management, guest communication, and operational accuracy.
The role assists in maximizing room revenue across all segments through effective inventory control, accurate system management, and continuous team development, while maintaining full compliance with the resort’s standards and policies.

KEY ROLES & RESPONSIBILITIES

Operational & Administrative Responsibilities

• Oversee the daily operations of the Reservations Department, ensuring all enquiries and bookings are handled efficiently, accurately, and in a timely manner.
• Supervise and guide the reservations team to ensure consistent adherence to Raffles service standards.
• Verify all new, amended, and cancelled reservations daily, ensuring information is correctly communicated to all relevant departments.
• Monitor and manage room availability, rate parity, and inventory accuracy across all channels (Brand.com, GDS, OTA, etc.) in coordination with the Revenue Manager.
• Support the Revenue Manager in setting and adjusting selling strategies, rate plans, and promotional offers.
• Conduct regular quality checks on reservation data to minimize errors and prevent revenue leakage.
• Ensure that all no-show, cancellation, and late amendment charges are properly validated and processed in coordination with Finance.
• Maintain the department filing and documentation systems in line with company standards.
• Ensure that all guest confirmations and responses are issued within 24 hours of enquiry.

Revenue & Reporting

• Assist the Revenue Manager in analyzing daily, weekly, and monthly reservation reports, conversion rates, and channel production performance.
• Track and report reservation call conversion ratios and provide recommendations for improvement.
• Support in the preparation of monthly forecasts, budgets, and performance reports.
• Monitor commission accuracy and liaise with Finance to ensure compliance with resort credit policy.
• Assist in monitoring incentive programs within the team, ensuring integrity, accuracy, and compliance with company guidelines.

Guest Relations & Service

• Handle and resolve guest issues and special requests related to reservations in a prompt and professional manner to maintain guest satisfaction and protect revenue.
• Ensure all repeat guests, VIPs, and special segments are handled with personalized care and attention.
• Promote upselling opportunities at every interaction to maximize total revenue per booking.

People Management

• Supervise, train, and coach reservations colleagues to enhance product knowledge, selling techniques, and system proficiency.
• Maintain an effective departmental roster to ensure optimal coverage and service levels.
• Participate in performance appraisals, provide constructive feedback, and identify learning and development opportunities for team members.
• Foster teamwork and maintain a positive work environment in alignment with Raffles values.

Systems & Compliance

• Maintain and update data in Opera PMS, TARS, and other reservation systems as required.
• Assist in implementing system updates, configuration changes, and data integrity checks in collaboration with the Revenue Manager.
• Ensure full compliance with Accor and Raffles operational standards, data privacy policies, and payment security protocols.
• Support internal and external audit requirements by ensuring accurate documentation and compliance with all financial procedures.

PERSONAL ATTRIBUTES

• Strong leadership, organizational, and delegation skills.
• Excellent written and verbal communication abilities.
• High attention to detail and accuracy under pressure.
• Proactive problem-solving and decision-making capabilities.
• Ability to handle multiple priorities and meet deadlines consistently.
• Professional demeanor with guest-oriented focus.
• Strong interpersonal skills and a collaborative mindset.

• Degree or Diploma in Hospitality Management or related field.
• Proficiency in Opera PMS, TARS, Microsoft Office Suite, and distribution systems.
• Knowledge of revenue management concepts and channel distribution preferred.
• Minimum 3 years’ experience in hotel or resort reservations.
• Prior supervisory or team leader experience preferred.
• Background in luxury hospitality environment strongly desirable.
• Experience working in a multicultural team and understanding of local and regional markets.

• Oral and written fluency in English
• Knowledge of other languages 
• Ability to motivate and lead
• Self-starter
• Future leader
• People & customer oriented
• Neat appearance
• Articulate
• Good Posture
• Motivator & self starter; displays initiative & creativity
• Team builder
• Committed, flexible & ability to adapt to different working locations