Online Booking & Guest Relations Manager
Core
Manage full online reservations and guest-relations function for a luxury lodge, combining guest service with commercial booking performance.
Role type
Online Booking & Guest Relations Manager
Builds
Direct, website, and OTA bookings; seamless guest handovers to on-site team
Domain
Luxury hospitality (lodge/boutique hotel/villa)
Required skills
Reservations management, Guest relations, Channel management, PMS proficiency, OTA management, WhatsApp Business, Revenue tracking, Guest recovery, Conversion optimization
Preferred skills
Revenue management
Technologies
Cloud-based PMS, Channel managers, OTAs, Online payment platforms, WhatsApp Business
Responsibilities
Manage direct, website, and OTA enquiries and bookings; Own pre-arrival, in-stay, and post-stay guest communication; Maintain availability, rates, restrictions, and inventory; Convert enquiries and follow up provisional bookings; Coordinate access information and special requests; Handle guest recovery and escalate operational issues; Track occupancy, pickup, conversion, and guest feedback.
Seniority
Mid-level, hands-on IC