Reservation Supervisor (Based in HCMC)

Company Description

Salinda Resort Phu Quoc Island is a luxury boutique resort offering a unique blend of contemporary design and local touches, all set against the natural beauty of Phu Quoc Island. The resort features 121 elegantly designed rooms, suites, and villas with breathtaking views, emphasizing a seamless connection between indoor and outdoor spaces. Committed to sustainability and Vietnamese hospitality, the resort strives to create unforgettable, soulful luxury experiences for its guests. Guided by values of warmth, teamwork, and respect, Salinda fosters a family-oriented environment and strong ties with its team, partners, and local community.

KEY RESPONSIBILITIES:

·        Supervise daily reservation operations and team performance.

·        Ensure accurate handling of FIT & group bookings in Opera PMS.

·        Monitor payments, cancellation policies, allotments, and overbooking status.

·        Manage guest enquiries via email, phone, social platforms, and OTA extranets.

·        Maintain high OTA response time and response score.

·        Handle direct enquiries and proactively upsell room upgrades, transfers, F&B, and spa services.

·        Monitor no-shows, late cancellations, duplicate or suspicious bookings.

·        Ensure timely sharing of booking information, guest preferences, and special requests within the team and with the resort operations departments.

·        Maintain clear, transparent, and smooth communication with Front Office, Revenue, Sales, and other resort teams to ensure seamless guest experiences.

·        Train and guide Reservation Agents; ensure compliance with revenue strategy.

·        Prepare reservation highlights and reports for DOSM & Revenue

REQUIREMENTS:

·        Bachelor's degree in Hospitality, Business, or related field.

·        2–3 years experience in Reservations; supervisory experience preferred.

·        Strong knowledge of Opera PMS and fluent in English (spoken & written).

·        Strong team management skills, organizational skills and attention to detail.

·        Open and proactive in sharing information and contributing ideas.

·        Transparent and collaborative communication style.

·        Ability to work in a fast-paced, service-oriented environment.

·        Demonstrate emotional stability in high-pressure situations.

·        Understanding revenue management principles is a plus

WHAT WE OFFER

• Full salary and service charge
• Annual bonus based on performance
• Team activities and parties
• 30% staff discount for restaurants and spa
• One free night stay per year in the resort
• Growth opportunity and/or cross-training