Assistant Reservations Manager - Puerto Vallarta - Ventes Recruiting

    Ventes Recruiting
    Ventes Recruiting Puerto Vallarta

    hace 2 semanas

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    Educación / Formación
    Descripción

    ASSISTANT RESERVATIONS MANAGER

    SUPPLEMENTARY INFORMATION FOR VENTES-RECRUITING JOB OFFER:

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

    Must be Bilingual in English and Spanish.

    The ideal candidate will 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

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

    INTERNAL SUPERVISION AND COORDINATION

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

    ANALYSIS AND REPORTING

    1. Prepare weekly and monthly reports on:
    2. Projected vs. actual occupancy
    3. Reservation conversions
    4. Cancellations and no-shows, including causes and recommendations
    5. Customer feedback on the reservation process
    6. 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.

    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
    • Total bonus in MXN: $772 x $20.27 = $15,648 MXN

    SUBORDINATE ROLES

    • Reservations Coordinator

    Seniority level

    Associate

    Employment type

    Full-time

    Job function

    Customer Service and Administrative

    Industries

    Travel Arrangements and Hospitality

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