Reservation Manager

About the role

Pullman Luang Prabang, a newly opened 123-room resort in Laos, is hiring a Reservation Manager. The role organizes and assists daily front office operations including reception, concierge and welcome desk, and works closely with the Front Office Manager to coordinate lobby activity and guest service.

Key responsibilities

• Organize and assist daily front office operations, including reception, concierge and welcome desk.
• Support the Front Office Manager in building a valued team and anticipating its needs through effective team relations.
• Handle guest requests for management attention with tact and diplomacy, resolving issues quickly while respecting hotel policy and safety, and record incidents in the Duty Manager Logbook.
• Report guest comments and priorities to the Front Office Manager and keep close coordination between the two sides.
• Stay in the lobby coordinating overall lobby activity and engaging guests dynamically.
• Maintain and update the Priority & Solution logbook and check handover notes across front office sections.
• Hold a daily debrief with the Front Office Manager at the end of each shift and take part in projects and controls to improve welcome quality and front office operations.
• Report discipline problems promptly to the Front Office Manager and act fairly in disciplinary matters during their absence.

Required profile

• Diploma or degree, preferably in hospitality or a related field.
• 5 years of industry experience, including at least 2 years as a front office team leader and 1 year as Duty Manager.
• Experience in hotels of similar size and style (3*, 4*, 5*, 6* resorts or business hotels).

Required skills

• PMS knowledge: Opera or FOLS (or local equivalent).
• Reservations involvement and understanding of revenue management processes.
• Familiarity with LCAH processes or loyalty programmes.
• Guest experience management and use of reporting tools such as RPS.