Guest Reservation Manager at Domeo Resources International (DRI)

Main Function    

The Guest Reservations Manager is responsible for booking and coordinating all guest reservations for the luxury apartment, ensuring a smooth and welcoming experience from initial inquiry through to check-out. This role ensures that apartment occupancy is maximised, guest expectations are met or exceeded, and operations run efficiently.    

Role Responsibilities     

Reservation Coordination:

• Manage and coordinate all guest reservations, ensuring accurate and timely bookings across multiple channels (online platforms, direct bookings, corporate clients, etc.).

Calendar & Occupancy Management:

• Maintain an up-to-date reservations calendar, optimize apartment occupancy, and coordinate housekeeping and maintenance schedules accordingly.

Guest Communication:

• Respond to inquiries, confirm bookings, send check-in/check-out details, and follow up with guests pre- and post-stay. Handle requests for modifications, cancellations, and special arrangements.

Booking Optimization:

• Maximize booking efficiency by minimizing vacancy gaps, avoiding double-bookings, and adjusting availability based on demand and seasonality.
• Collaboration with Operations Team:
• Work closely with housekeeping, maintenance, and front desk staff to ensure rooms are ready and guest needs are met on time.

Record Maintenance:

• Keep accurate and confidential records of guest bookings, preferences, payment confirmations, and stay histories.

Issue Resolution:

• Handle reservation conflicts, overbookings, or last-minute changes with professionalism, offering solutions that protect guest satisfaction and operational integrity.

Experience/Qualification    

• Bachelor’s degree in Social Sciences, Hospitality, Business Administration, or a related field.
• Additional training in reservations, property management, or hospitality administration is an advantage.
• Minimum 4 years of experience in a guest-facing, reservations, or administrative role, preferably within a hotel, luxury apartment, or short-let property.
• Experience with property management systems (PMS), booking engines, and CRM tools is highly desirable.

Competencies/Skills    

• Organizational Skills: Excellent at managing bookings, calendars, and operational coordination.
• Communication Skills: Clear and professional communicator, both written and verbal, with strong interpersonal skills.
• Customer Service: Courteous, approachable, and solutions-oriented when interacting with high-value guests.
• Time Management: Able to prioritize competing demands while maintaining attention to detail in a fast-paced environment.

Behavioural Qualities/Other Competences    

• High level of emotional intelligence in difficult circumstances with dedication to sustain performance, particularly when under pressure
• Attention to detail: Meticulous in coordinating bookings, avoiding overlaps or delays.
• Problem-solving and decision-making aptitude: Quick thinker who can resolve scheduling conflicts or client cancellations without disruption to the spa’s operations.
• Strong work ethic and reliability