Reservations Manager

Job Overview

We are seeking a highly organized and customer-focused Reservations Manager to join the esteemed team at Mandarin Oriental Hotel Group in Riyadh. In this pivotal role, you will oversee the reservations department, ensuring seamless guest experiences from initial inquiry to final check-in. Your leadership will drive operational excellence, optimize booking processes, and uphold the hotel’s reputation for unparalleled hospitality. This position offers a dynamic work environment where strategic planning and meticulous attention to detail are essential to success.

Key Responsibilities

• Team Leadership: Supervise and mentor a team of reservations agents, fostering a culture of professionalism, accountability, and continuous improvement. Conduct regular performance evaluations and provide targeted training to enhance team capabilities.
• Operational Oversight: Monitor daily reservations activities, ensuring accuracy in bookings, cancellations, and modifications. Implement efficient workflows to streamline processes and minimize errors while maximizing revenue opportunities.
• Guest Relations: Act as the primary point of contact for high-profile guests, VIPs, and corporate clients, addressing inquiries and resolving issues with discretion and urgency. Maintain a deep understanding of guest preferences to personalize their experience and enhance satisfaction.
• Revenue Management: Collaborate with the revenue management team to analyze booking trends, forecast demand, and adjust pricing strategies to optimize occupancy and profitability. Utilize data-driven insights to make informed decisions.
• Technology Integration: Leverage advanced reservation systems and property management software to enhance efficiency and guest interactions. Stay updated on industry trends and technological advancements to ensure the hotel remains competitive.
• Compliance and Standards: Ensure adherence to hotel policies, industry regulations, and brand standards. Maintain accurate records, reports, and documentation to support audits and regulatory requirements.
• Cross-Departmental Collaboration: Work closely with sales, marketing, front office, and housekeeping teams to align reservations strategies with broader business objectives. Participate in strategic planning sessions to drive overall hotel performance.

Qualifications and Skills

To excel in this role, candidates must possess a combination of leadership experience, industry knowledge, and exceptional interpersonal skills. The ideal candidate will have:

• A bachelor’s degree in hospitality management, business administration, or a related field. Alternatively, relevant work experience in a luxury hotel or high-volume reservations environment may be considered.
• At least five years of progressive experience in reservations, front office, or a similar guest-facing role, with at least two years in a supervisory or managerial capacity.
• Proven expertise in revenue management principles, pricing strategies, and forecasting techniques.
• Strong analytical skills with proficiency in using reservation software, CRM systems, and Microsoft Office Suite (particularly Excel).
• Exceptional communication skills, both written and verbal, with fluency in English and Arabic required. Additional languages are a plus.
• Demonstrated ability to lead and inspire teams, resolve conflicts, and maintain high morale in a fast-paced environment.
• A customer-centric mindset with a passion for delivering personalized, high-quality service.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required by the hotel’s operational needs.

Why Join Mandarin Oriental Hotel Group?

As part of the globally renowned Mandarin Oriental Hotel Group, you will be part of an elite organization synonymous with luxury, elegance, and impeccable service. Our Riyadh property offers a unique opportunity to contribute to a world-class hospitality experience in one of the Middle East’s most dynamic cities. We provide competitive compensation packages, comprehensive benefits, and unparalleled career development opportunities. Join us and be part of a team that sets the standard for excellence in the hospitality industry.