Reservations Manager

Job Overview

We are seeking a highly organized and customer-focused Reservations Manager to join the esteemed team at Mandarin Oriental Al Faisaliah in Riyadh. In this pivotal role, you will oversee the reservations department, ensuring seamless and efficient handling of guest inquiries, bookings, and cancellations. The ideal candidate will possess exceptional leadership skills, a deep understanding of hospitality standards, and a passion for delivering unparalleled guest experiences. This position offers an exciting opportunity to contribute to the success of a world-class luxury hotel while advancing your career in a dynamic and prestigious environment.

Key Responsibilities

• Team Leadership: Lead, mentor, and motivate a team of reservations agents to achieve departmental goals and maintain high service standards.
• Reservation Operations: Oversee the daily operations of the reservations department, including managing room allocations, processing bookings, and handling cancellations or modifications with precision and efficiency.
• Guest Relations: Act as the primary point of contact for guest inquiries, ensuring prompt and courteous responses to enhance satisfaction and loyalty.
• Sales and Revenue Management: Collaborate with the sales and revenue management teams to maximize occupancy and revenue by strategically promoting available inventory and upselling premium services.
• System Management: Utilize the property management system (PMS) and other relevant tools to maintain accurate records, generate reports, and analyze reservation data to inform decision-making.
• Training and Development: Conduct regular training sessions to ensure reservations staff are well-versed in hotel policies, reservation software, and guest service best practices.
• Quality Assurance: Implement and monitor quality control measures to ensure compliance with hotel standards and industry regulations.
• Cross-Departmental Collaboration: Work closely with front desk, housekeeping, and other departments to ensure smooth coordination and delivery of services.

Qualifications and Skills

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field. A diploma or certification in hotel management is a plus.
• Experience: Minimum of 5 years of progressive experience in hotel reservations or a similar role within the hospitality industry, with at least 2 years in a supervisory or managerial capacity.
• Technical Proficiency: Strong working knowledge of reservation systems (e.g., Opera PMS, Amadeus) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Language Skills: Fluency in English is essential; proficiency in additional languages, particularly Arabic, is highly desirable.
• Soft Skills: Exceptional communication, interpersonal, and problem-solving skills. Ability to work under pressure and adapt to changing priorities in a fast-paced environment.
• Leadership: Proven ability to lead and inspire a team, fostering a culture of excellence and accountability.
• Customer Focus: A strong commitment to delivering exceptional guest experiences and maintaining high service standards.

Why Join Mandarin Oriental Al Faisaliah?

As part of the renowned Mandarin Oriental Hotel Group, Mandarin Oriental Al Faisaliah offers an unparalleled opportunity to work in one of Riyadh’s most prestigious and luxurious hotels. Our employees benefit from a supportive work environment, competitive compensation packages, and opportunities for professional growth and development. We pride ourselves on fostering a culture of innovation, excellence, and inclusivity, where every team member is empowered to contribute to our collective success. If you are passionate about hospitality and eager to make a lasting impact, we invite you to apply and become part of our legacy of luxury and service.