Job Description

Department Leadership & Operations

Lead the Reservations Department as the Head of Department, overseeing daily operations, team performance, and service standards. Report directly to the GM on booking pace, department KPIs, demand trends, and system performance. Ensure operational compliance with Wyndham standards, especially rate code usage, reservation accuracy, and customer service delivery. Train and supervise team members in upselling, accuracy, and communication standards.

Revenue Management Support

Execute and support daily pricing strategies, restrictions, and inventory controls provided by GM/RM. Maintain accurate BAR, corporate, promotional, and package rate codes in

SynXis

and

Opera PMS

. Monitor booking patterns, market demand, cancellations, and pick-up to recommend strategy adjustments. Provide data for forecasting: pace reports, segment breakdown, high-demand period analysis, and wash factors. Assist in meeting revenue goals aligned with hotel strategy and Wyndham's revenue approach.

Distribution & Connectivity Management

Oversee and maintain all rate loading, inventory, mapping, and connectivity across:

+ SynXis CRS
+ Opera PMS
+ OTA extranets
+ GDS systems
+ Channel manager (two-way connectivity)
Ensure accurate availability, rate parity, and content across all digital channels. Troubleshoot discrepancies, mapping failures, or availability mismatches quickly.

Group & Corporate Reservations Handling

Manage group blocks, allocations, cut-off dates, and pickup tracking. Coordinate with Sales to load group rates and corporate codes accurately. Ensure negotiated rate codes are functioning and monitored for production.

Customer Service & Communication

Ensure all reservations are handled accurately and efficiently, with high service standards. Manage complex requests, VIP bookings, special requirements, and complaint escalations. Maintain excellent internal coordination with Front Office, Sales, Revenue, and Finance.

Experience Needed

---------------------

Technical Experience

Minimum

2-3 years

in hotel reservations or revenue-related roles. Proven proficiency in:

+

SynXis CRS

(rate loading, restrictions, inventory)
+

Opera PMS

(reservation management, profiles, blocks)
+ OTA extranets (Booking.com, Agoda, Expedia)
+ Channel manager operations with

two-way connectivity

Strong understanding of

Wyndham rate code structure

(BAR, corporate, promo, qualified, package).

Revenue Management Background

Knowledge of:

+ Forecasting concepts
+ Pricing principles
+ Market segmentation
+ Booking pace analysis
+ Competitor pricing and benchmarking
Ability to support revenue meeting discussions and contribute analytical insights.

Analytical Skills

Strong Excel skills (VLOOKUP, pivot tables, basic formulas). Ability to interpret STR data, OTA performance, and booking patterns.

Leadership Experience

Prior experience supervising a reservations or front-office team. Ability to manage schedules, performance, and departmental reports. Strong communication and team development skills.

Soft Skills

High attention to detail, accuracy, and professionalism. Ability to work under pressure, especially during high-demand periods. Customer-centric mindset and strong problem-solving skills.

Required Skills

-------------------

Business Development Skills

Growth Strategies

Tools

Opera PMS

IT Software

SynXis

Optional Skills

-------------------

Soft skills

Channel Management

Values

----------


Accountability, Leadership

Benefits

------------


Staff accommodation, Expat package - single, Career development