Reservation Manager

Company Description

Job Description

• We are seeking an experienced and dynamic Reservation Manager to lead our reservations department in Jeddah, Saudi Arabia.
• In this pivotal role, you will oversee all reservation operations, manage a team of reservation professionals, and drive revenue optimization while maintaining exceptional guest satisfaction.
• As Reservation Manager, you will be responsible for ensuring seamless booking experiences, implementing best practices, and fostering a collaborative environment that prioritizes both operational excellence and customer delight.
• 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

Additional Information

• Being a Raffles employee means embodying and conveying the brand and the company mindset through our Heartiest service culture.