Mgr Reservations

About the Role

Sheraton Hotels & Resorts is seeking a Mgr Reservations to join their team in Medina, Al Madinah, Saudi Arabia. This contract position is responsible for managing reservations sales opportunities, overseeing reservations staff, and maximizing revenue through active up-selling. The role focuses on driving customer loyalty by delivering service excellence throughout the customer experience.

Key Responsibilities

• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand the overall market, including competitors, economic trends, and supply/demand, to position sales effectively.
• Close optimal business opportunities for the property based on market conditions and needs.
• Monitor same-day selling procedures to maximize room revenue and manage occupancy.
• Respond to incoming reservations sales opportunities outside standard parameters.
• Utilize negotiation skills and creative selling abilities to finalize business and contracts.
• Assist in monitoring group reservation forecast data and coordinate with sales and Convention Services for rooming lists.
• Execute operational aspects of booked business, including generating proposals, writing contracts, and customer correspondence.
• Track no-show reservations and process charges as necessary.
• Check daily arrivals to ensure correct billing instructions are applied to reservations.
• Manage wait lists and prioritize contacts.

Customer Service and Staff Management

• Support customer loyalty and brand standards by delivering service excellence.
• Provide excellent customer service consistent with brand standards, ensuring customer satisfaction before and during their program/event.
• Handle guest complaints and disputes following established procedures.
• Monitor reservations sales agents during phone calls.
• Develop, implement, and maintain a departmental orientation program for new hires.
• Utilize available on-the-job training tools for employees.
• Create monthly labor schedules for the team.

Qualifications and Experience

Candidates for this role should possess 0-1 years of relevant experience. The position requires an understanding of market dynamics and the ability to maximize revenue effectively. Strong customer service skills and the ability to manage and train staff are essential.

Additional Responsibilities

• Utilize applicable intranet resources for information.
• Create contracts as required.
• Prepare work and maintenance orders.

Work Environment

This is a contract position based in Medina, Al Madinah, Saudi Arabia, within the hospitality sector. The role involves working closely with sales, convention services, and reservations staff to ensure smooth operations and high customer satisfaction.