Reservation Manager

Company description

Located adjacent to the residential tower, expert service and world-class luxury combine in the Raffles Hotel Jeddah, which is ready to welcome you and your guests at any moment. Here, the high standards, special touches, and trademark elegance of the Raffles brand are the ultimate compliment to the charm and beauty of a stay in Jeddah.

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.

Responsibilities:

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

Qualifications

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.