Reservation Manager

Job description

Company Description

The Fairmont Hanoi will open in the Vietnamese capital before year end of 2025, making it the first Fairmont brand in the country. The 241-room luxury hotel will take design inspiration from the art of lacquer with the traditional colours of Vietnam, the Indochinese style from the French colonial period, and draws motifs from Vietnam’s dynasties. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as two indoor and outdoor swimming pools, an extensive gym and an entire floor of wellness spa and bathhouse. For corporate and social groups, the Fairmont Hanoi will offer three ballrooms, the largest being a 1,100m2 grand ballroom as well as nine meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Hanoi is set to become the social epicentre of Hanoi!

Job Description

This position is responsible for managing the daily operations of the Reservations Department to ensure all incoming and outgoing room requests are handled efficiently and professionally. The role ensures a seamless reservations process aligned with hotel standards, while enhancing guest satisfaction and maximizing room revenue. It also provides leadership and supervision to the reservations team and acts as a key liaison with Sales, Front Office, and Distribution teams.

Responsibilities

Reservations Operations

• Manage daily reservations processes, ensuring all requests are handled in line with brand standards and response time.

• Ensuring that quality of reservation is maintained in terms of guest details, rates, payment methods etc.
• Supervise the reservations team, ensuring clear communication and a collaborative, service-focused environment.

• Organize training for all staff.
• Maintain updated rate and availability information on TARS and other booking channels.
• Ensure accurate input and tracking of guest history and preferences.
• Oversee daily checks, reservations reports, and ensure systems are updated in real-time.
• Ensure pre-registration and special arrangements for VIP and returning guests.

Guest Experience & Complaint Handling

• Serve as a representative of Management for guest complaints when necessary.
• Handle and resolve reservation-related issues in a professional and guest-centric manner.
• Promote loyalty programs and hotel offers to maximize guest retention and upselling opportunities.
• Ensure guest privacy and information confidentiality is strictly maintained.

Commercial Focus

• Identify potential business opportunities and communicate leads to the Sales team.
• Build strong relationships with corporate clients, travel agents, and third-party partners.
• Support revenue optimization by monitoring availability, yield, and demand trends.
• Contribute to quality audits, upselling programs, and performance targets.

Systems & Procedures

• Ensure full understanding and correct usage of all reservation systems and tools.
• Oversee implementation of daily checklists and SOP adherence.
• Monitor performance metrics and provide reports to management regularly.
• Suggest improvements and flag any dysfunctions or process inefficiencies.

Qualifications

Knowledge and Experience

• College diploma or above.
• Proven experience in luxury hotel reservations.
• Strong command of reservation platforms and PMS systems.
• Familiarity with OTA extranets, channel managers, and distribution platforms.
• Proficiency in MS Office; knowledge of systems such as Opera, TARS, or similar is preferred.
• Fluent in English and Vietnamese (spoken and written).

Competencies

• Detail-oriented and organized
• Guest-focused with strong interpersonal skills
• Able to manage multiple tasks efficiently under pressure
• Strong team leadership and collaboration abilities
• Integrity in handling confidential data and guest information
• Analytical and proactive in identifying improvements