Cluster Mgr Reservations

About the Role

Le Méridien Hotels & Resorts is seeking a Cluster Manager of Reservations to join their team in Makkah, Saudi Arabia. This contract position requires 0-1 years of experience and focuses on managing reservations sales opportunities, maximizing revenue, and ensuring exceptional customer service. The role involves leading and training reservations staff to achieve revenue goals and enhance customer loyalty.

Key Responsibilities

• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand market conditions, competitor strengths, and economic trends to position the property effectively.
• Close business opportunities based on market conditions and property needs, maximizing room revenue and controlling occupancy.
• Respond to incoming reservations sales opportunities and negotiate contracts using creative selling abilities.
• Coordinate with sales and Convention Services to process rooming lists and reservation cards.
• Execute operational aspects of booked business, including generating proposals, writing contracts, and managing customer correspondence.
• Track no-show reservations, process charges, and ensure accurate billing instructions for daily arrivals.
• Manage waitlists and prioritize contacts for optimal customer service.
• Monitor reservations sales agents during phone calls and develop departmental orientation programs for new hires.
• Create monthly labor schedules for the reservations team.

Revenue Maximization and Market Understanding

The Cluster Manager Reservations is responsible for understanding the overall market landscape, including competitor analysis, economic trends, and supply and demand dynamics. This includes identifying new business opportunities to achieve revenue goals and closing the best opportunities for the property. The role also involves monitoring same-day selling procedures to maximize room revenue and manage property occupancy effectively.

Customer Service Excellence

A core aspect of this role is to drive customer loyalty by delivering service excellence throughout each customer experience. This involves providing service to customers to grow their share of the account, executing exemplary customer service to ensure satisfaction before and during their program or event, and setting a positive example for guest relations. The manager will also handle guest complaints and disputes following established instant pacification procedures.

Human Resources and Training

This position involves managing and conducting human resource activities for the reservations sales team. Responsibilities include monitoring reservations sales agents during phone calls, developing and implementing a departmental orientation program for new employees, and utilizing available on-the-job training tools. The Cluster Manager Reservations will also be responsible for creating monthly labor schedules for the team.

Qualifications and Experience

• 0-1 years of experience in reservations sales or a related field.
• Demonstrated ability to solicit and manage reservations sales-related opportunities.
• Proficiency in negotiating and creative selling.
• Strong understanding of market dynamics and revenue maximization strategies.
• Ability to provide exceptional customer service and drive customer loyalty.
• Experience in training and managing staff.