About this role
We are seeking a professional, organized, and customer-focused Reservations Supervisor to join our team in Makkah, Saudi Arabia. As a Reservations Supervisor, you will oversee the day-to-day operations of the Reservations Department, ensuring exceptional guest service, accurate reservation management, and revenue optimization. You will support and guide the reservations team while maintaining high standards of service and operational efficiency.
Key Responsibilities:
Supervise the daily operations of the Reservations Department, ensuring efficient handling of all reservation requests.
Oversee incoming reservations via phone, email, and online booking channels, ensuring accuracy, timeliness, and adherence to hotel standards.
Support, coach, and provide guidance to the reservations team to ensure excellent guest service and productivity.
Ensure accurate entry and maintenance of reservation data in the Property Management System (PMS).
Monitor room inventory, availability, and rate integrity to maximize occupancy and revenue opportunities.
Promote hotel facilities, room categories, packages, and special offers while encouraging upselling and cross-selling.
Handle complex reservations, VIP bookings, special requests, and guest concerns professionally and efficiently.
Coordinate closely with Front Office, Revenue Management, Sales, and other departments to ensure seamless guest experiences from reservation through departure.
Assist in managing group reservations, rooming lists, and allotments in coordination with the Sales team.
Prepare and review daily, weekly, and monthly reservation reports, including pick-up, cancellations, no-shows, and booking trends.
Monitor reservation quality standards and ensure compliance with hotel policies, brand standards, and operational procedures.
Assist with training, onboarding, and performance development of Reservations Agents.
Stay informed of local events, market trends, and hotel promotions to effectively support guest inquiries and business opportunities.
Perform any other duties assigned by management to support the efficient operation of the Reservations Department.
Vocational Certificate in Hotel Management, Business Administration, or Bachelor's degree in Hotel Administration, Business Administration, or equivalentMinimum of 1 year of experience in a similar role, or 6 months of experience in reservations or front office operationsProficiency in Microsoft Office suite and property management systems (e.g., OPERA)Excellent communication skills in English, both written and verbalStrong customer service orientation with the ability to interact professionally with guests, employees, and third partiesDetail-oriented with a high level of accuracy in data entry and information managementAbility to multi-task and work efficiently in a fast-paced environmentFlexible schedule, including availability to work evenings, weekends, and holidays as requiredKnowledge of hospitality industry standards and best practicesDemonstrated sales skills and ability to up-sell hotel servicesAbility to remain calm and professional under pressureCultural sensitivity and adaptability to work in a diverse environment Enjoy discounted Heartist® rates across our global network of 5,600 properties, 10,000 food and beverage venues, and wellness centers.Grow and travel with your career globally across more than 110 countries, 45 hotel brands from luxury and lifestyle to premium and economy.Continuous learning and investment into your capability.
This role requires:
Fluency in EnglishSaudis only