Lead, mentor, and supervise the reservations team, providing guidance, training, and performance feedback to ensure consistent service excellence and professional development
- Oversee the processing of all reservation requests through multiple channels (phone, GDS/CRS, internet platforms) and ensure timely confirmation, modification, or cancellation communications within established timeframes
- Manage daily correspondence prioritization and ensure all reservation inquiries are processed according to company standards and quality benchmarks
- Monitor and analyze reservation data and trends to identify opportunities for revenue optimization and implement strategic pricing and promotional initiatives
- Ensure accuracy and completeness of guest information, special requests, and stay details for upcoming arrivals, coordinating with front desk and housekeeping teams
- Develop and maintain strong relationships with regular guests and corporate clients, personalizing interactions and building loyalty through exceptional service
- Address guest complaints and reservation discrepancies with empathy and decisiveness, escalating complex issues appropriately while maintaining transparency
- Promote hotel services, facilities, and current promotions effectively, utilizing consultative selling techniques to maximize room yield and guest satisfaction
- Maintain comprehensive knowledge of hotel offerings, ACCOR Group promotions, and competitive positioning to provide accurate information and strategic recommendations
- Coordinate with the Front Desk, Credit Manager, and other departments regarding same-day reservations, payment arrangements, and guest extensions
- Implement and maintain organized filing systems for all reservation correspondence, ensuring easy retrieval and compliance with record-keeping standards
- Monitor team performance metrics, occupancy rates, and reservation conversion rates, providing regular reports and actionable insights to management
- Stay current with industry trends, reservation technologies, and best practices, recommending process improvements and system enhancements
- Perform additional duties and special projects as assigned by senior management to support organizational goals
**Required Skills:**
- Exceptional interpersonal and communication skills with the ability to build rapport with guests, team members, and cross-functional departments
- Strong sales acumen and consultative selling abilities to maximize revenue and upsell opportunities
- Advanced organizational and time management skills with meticulous attention to detail and quality
- Proficiency in analyzing data and metrics to drive decision-making and performance improvements
- Problem-solving and conflict resolution expertise with a customer-centric approach
- Leadership and team management capabilities with the ability to motivate and develop staff
- Self-confidence and assertiveness balanced with empathy and emotional intelligence
- Excellent presentation and written communication skills
**Required Experience:**
- Minimum 3-5 years of progressive experience in hotel reservations or hospitality operations, with at least 2 years in a supervisory or management capacity
- Demonstrated expertise in managing reservation systems, GDS (Global Distribution System), and CRS (Central Reservation System) platforms
- Proven track record of handling high-volume reservation inquiries and maintaining service quality standards
- Experience in revenue management, yield optimization, and strategic pricing initiatives
- Strong background in guest complaint resolution and service recovery
**Required Tools & Systems:**
- Proficiency with GDS/CRS reservation platforms and hotel management systems
- Competency with internet-based reservation systems and booking engines
- Proficiency in Microsoft Office Suite and data analysis tools
- Familiarity with hotel property management systems (PMS)
**Preferred Qualifications:**
- Hospitality management certification or relevant training in hotel operations
- Experience with ACCOR Group properties or similar international hotel chains
- Multilingual capabilities, particularly Arabic language proficiency
- Knowledge of Saudi Arabian hospitality standards and cultural practices
- Experience in training and onboarding reservation staff
**Domain Expertise:**
- Comprehensive understanding of hotel operations, reservation procedures, and guest service protocols
- Knowledge of hotel promotions, packages, and revenue management strategies
- Familiarity with credit management and financial procedures in hospitality settings
- Understanding of industry standards and best practices in reservation management
