Reservations Supervisor

We are seeking a professional, organized, and customer-focused Reservations Supervisor to join our team in Makkah, Saudi Arabia. As a Reservations Supervisor, you will oversee the day-to-day operations of the Reservations Department, ensuring exceptional guest service, accurate reservation management, and revenue optimization. You will support and guide the reservations team while maintaining high standards of service and operational efficiency.

Key Responsibilities:

• Supervise the daily operations of the Reservations Department, ensuring efficient handling of all reservation requests.
• Oversee incoming reservations via phone, email, and online booking channels, ensuring accuracy, timeliness, and adherence to hotel standards.
• Support, coach, and provide guidance to the reservations team to ensure excellent guest service and productivity.
• Ensure accurate entry and maintenance of reservation data in the Property Management System (PMS).
• Monitor room inventory, availability, and rate integrity to maximize occupancy and revenue opportunities.
• Promote hotel facilities, room categories, packages, and special offers while encouraging upselling and cross-selling.
• Handle complex reservations, VIP bookings, special requests, and guest concerns professionally and efficiently.
• Coordinate closely with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences from reservation through departure.
• Assist in managing group reservations, rooming lists, and allotments in coordination with the Sales team.
• Prepare and review daily, weekly, and monthly reservation reports, including pick-up, cancellations, no-shows, and booking trends.
• Monitor reservation quality standards and ensure compliance with hotel policies, brand standards, and operational procedures.
• Assist with training, onboarding, and performance development of Reservations Agents.
• Stay informed of local events, market trends, and hotel promotions to effectively support guest inquiries and business opportunities.
• Perform any other duties assigned by management to support the efficient operation of the Reservations Department.

Qualifications

Vocational Certificate in Hotel Management, Business Administration, or Bachelor's degree in Hotel Administration, Business Administration, or equivalent

Minimum of 1 year of experience in a similar role, or 6 months of experience in reservations or front office operations

Proficiency in Microsoft Office suite and property management systems (e.g., OPERA)

Excellent communication skills in English, both written and verbal

Strong customer service orientation with the ability to interact professionally with guests, employees, and third parties

Detail-oriented with a high level of accuracy in data entry and information management

Ability to multi-task and work efficiently in a fast-paced environment

Flexible schedule, including availability to work evenings, weekends, and holidays as required

Knowledge of hospitality industry standards and best practices

Demonstrated sales skills and ability to up-sell hotel services

Ability to remain calm and professional under pressure

Cultural sensitivity and adaptability to work in a diverse environment