Reservations Supervisor

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia IHG Hotels & Resorts Full time
Roles and responsibilities

A Reservations Supervisor plays a crucial role in managing the reservations department and ensuring a seamless booking experience for guests. Here are the typical day-to-day activities for this position:

Day-to-Day Activities of a Reservations Supervisor

  • Overseeing Reservations:
    • Managing and processing reservation requests, changes, and cancellations received via phone, email, or online booking systems
    • Ensuring the accuracy of room blocks, reservations, and group market codes
  • Guest Interaction:
    • Handling guest inquiries and providing information about room availability, rates, and hotel amenities
    • Explaining guarantee, special rate, and cancellation policies to callers
  • Team Supervision and Training:
    • Leading and mentoring the reservations team to ensure high standards of service
    • Conducting training sessions to keep the team updated on new procedures and promotional offers
  • Revenue Management:
    • Monitoring room availability and adjusting rates to maximize occupancy and revenue
    • Following sales techniques to maximize revenue and meet call center sales objectives
  • Administrative Tasks:
    • Preparing and submitting reports on reservation statistics, occupancy rates, and revenue
    • Maintaining accurate records of all reservations and guest information
  • Problem-Solving and Issue Resolution:
    • Addressing and resolving any issues or challenges related to reservations
    • Escalating complex issues to the appropriate department or supervisor if necessary
  • Coordination with Other Departments:
    • Communicating with the front desk, housekeeping, and other departments to ensure that guest requests and special arrangements are met
    • Coordinating with the sales and marketing team about group bookings and special promotions
  • Ensuring Quality and Compliance:
    • Ensuring that all reservations handling and processes comply with hotel policies and standards
    • Reviewing and implementing new reservations procedures to improve efficiency
Desired candidate profile
  • Strong Communication Skills:
    • Ability to communicate clearly and effectively with guests, staff, and other departments.
  • Organizational Skills:
    • Managing multiple tasks and maintaining detailed records efficiently.
  • Attention to Detail:
    • Ensuring accuracy in reservations and guest information.
  • Leadership and Team Management:
    • Leading and motivating the reservations team to provide excellent service.
  • Problem-Solving Skills:
    • Addressing and resolving issues promptly and effectively.

What We Need From You

Ideally, you'll have some or all of the following competencies and experience we're looking for:

  • Bachelor's degree, higher education qualification or equivalent in Hotel Administration / Business Administration
  • Two to Three years' prior tenure in a similar role
  • International luxury hotel chain background
  • GCC exposure
  • English Fluency is required
  • Arabic Fluency is preferred

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