Reservations Supervisor

About Red Sea Global Hospitality

Red Sea Global Hospitality is committed to delivering exceptional guest experiences and fostering an extraordinary work environment. The company operates with an ethos rooted in Respect, Responsibility, Passion, and Collaboration, guiding its pursuit of operational excellence, innovative guest service, and sustainable practices. Joining this organization means contributing to the future of luxury hospitality and the elevation of the Red Sea Global brand.

Role Overview

As a Reservations Supervisor, you will oversee the daily operations of the Reservations team, ensuring exceptional service delivery, operational efficiency, and revenue optimization. This full-time position is based in Makkah, Saudi Arabia, with operations spanning Jeddah and Makkah. The role requires 5-10 years of relevant experience.

Key Responsibilities

• Supervise the day-to-day operations of the Reservations team to ensure efficient, accurate, and timely handling of all reservation inquiries and bookings.
• Lead, coach, and support Reservations Agents to consistently deliver exceptional guest service and achieve departmental performance standards.
• Monitor reservation activities across phone, email, online booking channels, and third-party platforms to ensure service quality and timely response.
• Review, approve, and oversee reservation modifications, cancellations, group bookings, and special requests in accordance with hotel policies.
• Ensure reservation records are accurate, complete, and properly maintained within the property management system.
• Monitor room inventory, availability, and booking pace while working closely with Revenue Management to maximize occupancy and revenue.
• Support revenue optimization initiatives by implementing pricing strategies, upselling opportunities, and inventory controls established by management.
• Coordinate closely with Front Office, Sales, Revenue Management, Events, and Housekeeping to ensure seamless guest arrivals, group bookings, and special arrangements.
• Handle escalated guest inquiries, complaints, and reservation-related issues professionally, ensuring timely resolution and guest satisfaction.
• Prepare and analyze daily, weekly, and monthly reservation reports, identifying trends and recommending improvements to operational efficiency and revenue performance.
• Monitor team productivity, reservation accuracy, and service quality through regular audits and performance reviews.
• Assist with forecasting, occupancy reports, and reservation statistics to support business planning.
• Train, onboard, mentor, and develop Reservations Agents to enhance product knowledge, reservation procedures, communication skills, and selling techniques.
• Ensure compliance with departmental policies, standard operating procedures, data privacy requirements, and quality standards.
• Maintain confidentiality and security of guest information at all times.
• Support departmental budgeting objectives by optimizing operational efficiency and minimizing reservation errors.
• Foster a collaborative, positive, and values-led work environment that encourages teamwork, accountability, and continuous improvement.
• Assist the Reservations Manager in implementing new initiatives, process improvements, and departmental projects.
• Act as the department lead in the absence of the Reservations Manager, ensuring business continuity and smooth operations.
• Perform any additional duties as required to ensure efficient operations and exceptional guest experiences.

Experience and Qualifications

• A minimum of 5-10 years of experience in reservations or a related hospitality role.
• Demonstrated ability to lead and support a team.
• Strong understanding of reservation processes, property management systems, and revenue optimization strategies.
• Excellent communication, organizational, and problem-solving skills.

Commitment to Diversity

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion. The company encourages individuals from all backgrounds to apply and is dedicated to providing reasonable adjustments throughout the recruitment process to accommodate specific requirements.