Reservation Manager

We are seeking an experienced and dynamic Reservation Manager to lead our reservations department in Jeddah Saudi 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

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.

Remote Work :

No

Employment Type :

Full-time