Job Summary 
Reports directly to the Director of Revenue Management and Distribution, the Reservation Operations Manager will lead reservation Standard Operating Procedures (SOPs) development, implementation, and enforcement across Accor Greater China hotels, ensuring operational consistency, system data accuracy, and compliance with commercial policies.
This role also drives call center integration and supports ad hoc commercial projects. This role requires close collaboration with cross-functional regional teams including Revenue, Distribution, Tech, Marketing, and Finance to ensure alignment and operational success. The position also works closely with hotel teams and global teams to align local practices with global standards.
This position requires frequent travel to hotels across Greater China to provide on-site coaching, conduct audits, and drive SOP compliance.

Core Job Responsibilities 
Reservation SOP Development and Documentation
• Develop and document a comprehensive suite of reservation SOPs for Greater China, covering end-to-end reservation workflows.
• Define standards for correct account and loyalty member attachment, ensuring proper tracking of corporate accounts and Accor Live Limitless (ALL) member bookings.
• Define and enforce standardized rate code and market segment usage guidelines across all hotel types and booking channels.
• Establish clear step-by-step procedures for TARS, ResWeb, and PMS usage, ensuring consistency in reservation entry, modification, and cancellation processes.
• Provide guidance on PMS settings to ensure seamless integration and accurate data flow with connected revenue system tools (e.g., IDeaS, Intouch).
• Document upsell and upgrade system workflows and system capture requirements.
• Set standardized processes for no-show and cancellation handling.

Reservation SOP Implementation and Enforcement 
• Lead the rollout of reservation SOPs across all Accor Greater China hotels through structured training programs, webinars, and on-site coaching.
• Conduct regular audits to assess hotel compliance with reservation standards, including rate code usage, market segment accuracy, account and loyalty member attachment, and profile data quality.
• Communicate compliance findings and corrective action plans to hotel teams and regional stakeholders.
• Establish a structured follow-up review process to revisit hotels after training or on-site coaching, tracking their progress and ensuring sustained compliance with reservation SOPs.
• Develop and maintain tracking reports and dashboards to monitor compliance, identify gaps.
• Establish a periodic review process to update SOPs based on operational feedback, system changes, and evolving business needs.

Call Center Integration and Collaboration 
• Partner closely with the Accor Call Center to drive integration, including the pilot and expansion of overflow services.
• Align call center reservation processes with hotel SOPs to ensure consistent guest experience and data quality.
• Monitor call center performance and service levels, providing feedback and recommendations for continuous improvement.

Additional Responsibilities 
• Collaborate closely with Tech and Distribution teams to support the CRS migration project, ensuring a smooth transition with minimal disruption to hotel operations.
• Prepare system readiness for CRS migration, including but not limited to: conducting a comprehensive PMS rate code clean-up, deactivating outdated or duplicate rate plans, and validating rate code mapping to the new CRS structure.
• Support ad hoc commercial projects as required by the commercial team, providing operational and system expertise to ensure successful project execution.
• Assist in ensuring commercial operation compliance across hotels, including adherence to distribution policies, rate code usage, and booking integrity standards.

Profile 
Knowledge and Experience 
• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum 5 years of experience in hotel reservations, revenue management, or distribution.
• Deep understanding of hotel reservation systems (e.g., TARS, ResWeb, PMS) and call center operations.
• Proven experience in developing and implementing SOPs and driving operational compliance.

Competencies 
• Strong process orientation with excellent documentation and SOP writing skills.
• Ability to influence and drive change across a diverse portfolio of hotels.
• Excellent training and facilitation skills, comfortable delivering webinars and on-site coaching.
• Strong cross-functional collaboration skills, able to work effectively with global, regional, and local stakeholders.
• Self-motivated, proactive, and comfortable working independently in a newly established role.
• Proficiency in English and Mandarin (written and spoken).
• Willingness to travel frequently as needed.

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