Assistant Manager – Reservations Job Oceanside area,California USA,Hospitality / Hotel / Catering

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Assistant Manager - Reservation is responsible for the overall operational ownership, quality, efficiency and performance of the Reservations Department.

Departmental Ownership

Take ownership of the daily operation and smooth running of the Reservations Department.
Ensure all reservation activities are accurate, efficient, timely and professionally managed.
Establish and maintain effective reservation procedures, controls, workflows, checklists and service protocols.
Ensure the Reservations Department is adequately prepared for high occupancy, peak periods, major events, group arrivals and system disruptions.
Act as the operational escalation point for reservation discrepancies, guest concerns, booking issues and service failures.
Drive continuous improvement in reservation processes, productivity, communication and service delivery.

Hyatt, Forbes and Quality Standards

Ensure all reservation procedures comply with Hyatt brand standards, hotel policies and applicable Forbes Travel Guide standards.
Ensure Reservations colleagues understand and consistently follow approved reservation protocols and quality expectations.
Monitor the quality of telephone calls, emails, online enquiries, confirmations, guest profiles, reservation notes and guest correspondence.
Ensure reservation interactions demonstrate professionalism, personalisation, accuracy, anticipation, ownership and attention to detail.
Monitor guest feedback, quality assurance results, mystery shopper findings and internal audit results.
Implement coaching and corrective action plans to address quality gaps and recurring errors.
Ensure consistent standards are applied across all shifts, booking channels, reservation types and team members.

Inventory Management and Revenue Optimisation

Own the effective operational management and control of room inventory.
Ensure room availability, room types, rate plans, packages, restrictions, allocations, group blocks, waitlists and booking conditions are accurately maintained.
Work closely with the Director of Revenue and Revenue Management team to support revenue optimisation and commercial objectives.
Monitor occupancy, demand, booking pace, pickup, cancellations, no-shows, lead times, market segments and booking sources.
Identify opportunities to maximise room revenue through effective inventory control, conversion, upselling, cross‑selling and rate integrity.
Ensure inventory is accurately maintained across the property management system, central reservation system, brand channels, online travel agencies, global distribution systems and other relevant platforms.
Monitor and escalate overbooking risks, availability conflicts, system discrepancies, rate parity issues and revenue leakage.
Support the accurate loading, testing, maintenance and removal of rates, promotions, packages, room types and restrictions.

Reservation Operations and Accuracy

Oversee individual, group, corporate, wholesale, travel trade, online, owner and special segment reservations.
Ensure all enquiries are recorded, followed up and converted or closed appropriately.
Review reservations for correct dates, room types, rates, occupancy, market segments, source codes, guarantees, payment details and special requests.
Ensure guest profiles and reservation records are accurate, complete and maintained according to clean data principles.
Monitor tentative bookings, option dates, waitlists, deposits, guarantees, cancellations, amendments, no-shows and booking cut‑off dates.
Ensure group blocks, rooming lists, pickup, attrition…