รายละเอียด

Position Purpose

The Reservations & E-Commerce Manager is responsible for maximizing room revenues, occupancy, and profitability by combining hands-on leadership of the daily reservation’s operations with strategic management of all online distribution channels. This role drives the resort's e-commerce strategy—optimizing the brand website and online travel agency (OTA) profiles—while ensuring the on-property reservations team delivers an efficient, high-touch, and luxury-grade booking experience for transient, wholesale, and wellness retreat guests.

Essential Functions:

1. Reservations Operations & Team Leadership
• Daily Supervision: Supervise the on-property reservations team, ensuring all phone, email, and system bookings are handled with exceptional hospitality and accuracy.
• System Integrity: Maintain precise reservation data entries within the Property Management System (PMS) and Channel Manager, resolving any technical booking sync errors immediately.
• Tracing & Account Auditing: Maintain an effective tracing system, monitor the room night production of corporate and e-commerce wholesale accounts, and implement tactical rate adjustments as discussed with sales leadership.
• Inventory Control: Actively manage room allotments, cut-off dates, and rate restrictions across both direct and indirect channels during need periods and peak seasons.
• Administrative Diligence: Oversee all departmental correspondence, filing structures, and general billing/deposit verifications for incoming guests.

2. E-Commerce & Digital Distribution Management
• Channel Optimization: Manage and audit all online distribution channels (Agoda, Booking.com, TripAdvisor, Expedia, etc.) to ensure rate parity, optimal hotel positioning, content accuracy, and imagery alignment.
• Website Content Management: Oversee and constantly update the resort's official website engine with accurate promotional content, updated villa/suite imagery, and live room rates.
• SEO & Digital Marketing: Partner with the marketing team to execute search engine optimization (SEO) tactics, digital ad-words campaigns, e-newsletters, and target-driven email marketing campaigns to drive direct bookings.
• Competitor Monitoring: Constantly evaluate competitor pricing, online promotions, and digital placement across third-party networks, reporting key trends to the Assistant Director of Sales & Marketing.
• Inquiry Management: Guarantee that all digital leads, group reservation requests, and OTA extranet inquiries are answered promptly and within the resort's service-level agreements.

3. Relationship Building & Collaboration
• Market Relations: Establish and nurture strong working relationships with key account managers at major OTAs and digital travel platforms through professional correspondence and sales calls.
• Cross-Department Synergy: Communicate online booking trends, occupancy pacing, and upcoming volume promotions to the General Manager, Front Office, and Sales leaders to align operations.
• Stakeholder Reporting: Generate and distribute daily, weekly, and monthly booking pattern reports, pick-up summaries, and production analysis to internal stakeholders.


Qualification Requirements;
• Bachelor’s degree from an accredited university in Hotel Management, Business Administration, E-Commerce, Marketing, or a related major
• 4-year bachelor's degree from an accredited university in Business Administration, Finance and Accounting, Economics, Hotel and Restaurant Management, or related major; no work experience required
• Minimum 3–5 years of progressive professional experience within Hotel Reservations, E-Commerce Management, or Digital Distribution.
• Proven track record managing major OTA extranets (Agoda, Booking.com) and utilizing advanced Channel Managers and Property Management Systems (PMS)
• Strong English and Thai communication skills (written and verbal).
• Highly proficient with hospitality tech stacks, Central Reservation Systems (CRS), website booking engines, and analytics tools.
• Excellent interpersonal, organizational, and time-management skills with a natural ability to mentor and train a service-oriented team.
• Prior luxury resort experience in Phuket or a similar high-volume leisure market.
• Basic understanding of SEO principles, Google Analytics, and content management systems (CMS).
• Positive, service-oriented attitude towards our guests, employees and our company.
• In possession of all faculties & Strong resistance