Reservation Manager – Front Office Operations Lead

About the role

The Reservation Manager will support the Front Office Manager in delivering seamless front‑office service at Pullman Luang Prabang. The role involves coordinating reception, concierge and welcomer teams, handling guest issues with tact, and ensuring accurate log‑keeping and communication across all front‑office sections.

Key responsibilities

• Organise and assist daily front‑office operations, including reception, concierge and welcomer services.
• Act as the primary point of contact for guests requiring management assistance, using tact and diplomacy to resolve issues quickly.
• Coordinate lobby activity, engage with guests, and maintain a priority & solution logbook.
• Record all incidents and guest interactions in the Duty Manager Logbook and report them to the Front Office Manager.
• Participate in shift debriefings, project initiatives and continuous improvement of welcome quality.
• Monitor disciplinary matters and ensure fair action in the manager’s absence.

Required profile

• Diploma or degree in hospitality or a related field.
• Minimum 5 years of industry experience, including at least 2 years as a front‑office team leader and 1 year as a Duty Manager.
• Experience in 3‑ to 6‑star resort or business hotel environments.
• Proven ability to lead teams, maintain logs and communicate effectively across departments.
• Familiarity with revenue‑management concepts and reservation processes.

Required skills

• Proficiency with property management systems such as Opera or FOLS (or local equivalents).
• Knowledge of reservation handling and revenue‑management processes.
• Experience with LCAH (loyalty) processes or loyalty programme platforms.
• Ability to generate and interpret reporting tools such as RPS.
• Competence in using PMS reporting functions.