Reservations Manager (Saudi National)

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Company Description

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Sofitel Riyadh Hotel & Convention Center: A Symphony of French Elegance and Saudi Arabian Warmth

The Sofitel Riyadh is dedicated to providing a five star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

Job Description

• Reporting to the Director of Revenue
• To manage the reservations operations, ensuring the hotel standards and procedures are fully known and followed.
• To ensure proper teamwork and supervise the reservation team at all times.
• To ensure all incoming and outgoing room reservation requests are attended and handled as per the hotel standards and procedures.
• To attract guests and enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and increase revenue.
• To recognize potential clients and transmit information to the sales department.
• To maintain a good commercial relationship with all bookers: guests, companies, agencies.
• To promote Accor loyalty programs and hotel promotions.
• To act as a representative of the management when dealing with guest complaints or when a reservation team member cannot resolve a difficulty.
• To manage any guest complaint professionally, owning it, resolving it to guest satisfaction, and recording it.
• To consult the Director of Revenue for advice in serious cases or when approval is required.
• To be fully aware of and report all guest comments or complaints.
• To ensure that telephone etiquette is properly used as per Sofitel standards.
• To ensure the reservation team has a perfect knowledge of room types and rate structure.
• To ensure the accuracy of all booking information entered in the PMS.
• To maintain accurate Guest History records and pre register all recurring guests.
• To ensure the reservation team is perfectly knowledgeable of the hotel configuration and products.
• To achieve quality tools and yield management performance with the reservation team.
• To provide assistance at any time in operations and monitor, highlight and suggest improvements on any dysfunction.
• To implement and follow up on daily check lists.
• To assist in securing external guest accommodation should an overbooking occur.
• To know the competitors and gather information about their activities and sales.
• To update availability and rate charts on TARS and other booking systems/channels.
• To maintain the database for ATACS follow up.
• To respect schedules, terms and deadlines as agreed with the management.
• To ensure all team members are aware of outlet timings and promote internal activities and events.
• To keep team members updated with the latest administrative, organizational, operational or other changes and news.
• To liaise closely with sales on rate management.
• To conduct a daily line up briefing with the reservation team to recapitulate tasks and activities.
• To attend any inter departmental meeting, using it as an opportunity to encourage inter team interaction and review operational standards and procedures.
• To share daily activity highlights with the Director of Revenue, including internal and external guest opportunities.
• To be an ambassador of the hotel, both in and outside the workplace.
• To create an atmosphere of high morale and a happy working relationship among the staff.
• To conduct staff evaluations and surveys.
• To develop staff motivation and performance through action plans.
• To be involved in staff retention and satisfaction.
• To ensure training and regular "refresher" courses are conducted and attended as scheduled.

Qualifications

• Degree in Business Administration or Hotel Management.
• Minimum of 4 years experience in Reservations.
• Saudi National is mandatory.