This is a Fully On-Site Role Based in Nuevo Vallarta

Must be Bilingual in English and Spanish

Compensation Below

ASSISTANT RESERVATIONS MANAGER

REPORTS TO: Sales & Reservations Manager

SUBORDINATES: Reservations Coordinator + Guest Services Coordinator

BASIC FUNCTION:

Supervise and execute the individual and group reservations process with excellence, ensuring efficient management, clear communication with clients, and a high hotel occupancy rate.

KEY OBJECTIVES:

• Ensure a maximum response time of 24 hours for reservation requests.
• Monitor the reservation conversion rate (from quotation to confirmation) and implement this tracking metric in Zoho CRM.
• Ensure 100% accuracy in inventory management within Cloudbeds.
• Implement processes to reduce cancellations and no-shows and encourage direct bookings without going through OTAs.
• Provide a seamless booking experience with excellent customer service.

RESPONSIBILITIES AND ACTIVITIES:

RESERVATIONS MANAGEMENT

• Receive and process individual, group, and day pass reservation requests.
• Handle customer service via phone, email, and WhatsApp Business.
• Advise clients on accommodation options, additional services, and current promotions.
• Prepare and send detailed quotations.
• Register and update reservations in Cloudbeds (PMS), ensuring accuracy in occupancy and rates.
• Supervise payment processing for deposits and additional charges through platforms such as Stripe and OpenPay, sending confirmations and reminders.
• Manage requests for changes, cancellations, and refunds according to established policies.
• Coordinate with the operations team to ensure a flawless guest experience.

INTERNAL SUPERVISION AND COORDINATION

• Monitor the reservations team's workload and optimize processes.
• Ensure proper application of reservation and cancellation policies.
• Coordinate with reception and operations to confirm arrivals, special requirements, and group stays through weekly supervision of the Guest List and Pre-Con.
• Report reservation trends and incidents to the Sales Manager.
• Ensure that all reservations are properly documented and charged.

ANALYSIS AND REPORTING

• Prepare weekly and monthly reports on:
• Projected vs. actual occupancy
• Reservation conversions
• Cancellations and no-shows, including causes and recommendations
• Customer feedback on the reservation process
• Identify opportunities for improvement in reservation processes and tools.

JOB PROFILE – KEY SKILLS

• Attention to detail and accuracy in handling information.
• Clear and professional communication skills (verbal and written).
• Problem-solving skills and ability to handle complaints.
• Strong organizational and time management skills.
• High level of customer service and focus on guest satisfaction.
• Leadership and team management skills.
• Teamwork and ability to coordinate with other departments.
• Adaptability and ability to work under pressure during peak seasons.

REQUIREMENTS

• Languages: Fully bilingual in English (excellent writing and verbal communication).
• Education: Bachelor's degree in Tourism, Business Administration, or a related field.
• Experience:
• Minimum 3 years in reservations or customer service in hotels.
• Experience with hotel management systems (PMS), preferably Cloudbeds.
• Knowledge of payment platforms and OTA management (Booking, Expedia, etc.).

TOOLS:

• Cloudbeds (PMS), Zoho CRM, WhatsApp Business, Google Sheets, Google Docs, Asana
• OTA extranets
• Credit card terminals, payment platforms such as Stripe and OpenPay
• General office equipment

WORK SCHEDULE:

• Monday to Friday: 8:30 AM – 5:30 PM
• Saturday: 8:30 AM – 1:30 PM

SALARY AND BENEFITS:

• Gross Monthly Salary: $36,200.00 MXN (Thirty-Six Thousand Two Hundred Pesos 00/100 MXN), equivalent to a gross daily salary of $1,206.67 MXN (One Thousand Two Hundred Six Pesos 67/100 MXN).
• Monthly Sales Performance Bonuses (as per the attached productivity bonus description).
• Grocery vouchers: $1,302.00 MXN per month, equivalent to $651.00 MXN biweekly, based on worked days.
• Transportation support: The company provides a shuttle service.
• Attendance bonus: $651.00 MXN (Six Hundred Fifty-One Pesos 00/100 MXN) biweekly, based on worked days.
• Savings fund: 5% of gross monthly salary, equivalent to $1,810.00 MXN (One Thousand Eight Hundred Ten Pesos 00/100 MXN) or $905.00 MXN biweekly.
• Savings account (optional): Minimum contribution of $100.00 MXN per biweekly period, up to a maximum equivalent to 30% of the monthly income.
• Legal benefits.

PRODUCTIVITY BONUS

Monthly Productivity Bonus – Payable on the Friday following the first biweekly payroll of the next month.

• 0.2% of the monthly room revenue recorded in Cloudbeds.
• Example Calculation:
• December 2024 Revenue: $349,181 (Xinalani) + $36,676 (Mixto) = $385,857 USD
• Bonus: $385,857 x 0.2% = $772 USD
• Banxico exchange rate (Dec 2024): $20.27
• Total bonus in MXN: $772 x $20.27 = $15,648 MXN

SUBORDINATE ROLES

• Guest Services Coordinator (Host)
• Reservations Coordinator