Mgr-Reservations📣 Job Ad

About the Reservations Manager Role

Le Méridien Hotels & Resorts in Makkah, Saudi Arabia is seeking a Reservations Manager to lead its reservations team. This management position is responsible for identifying and pursuing sales opportunities, maximizing revenue, and ensuring customer loyalty through effective service delivery. The role requires a strong understanding of market dynamics and a proven ability to achieve revenue goals.

Key Responsibilities

• Solicit and manage reservations sales-related opportunities to achieve personal and property revenue goals.
• Actively up-sell each business opportunity to maximize revenue.
• Achieve personal and team-related revenue goals.
• Drive customer loyalty by delivering service excellence throughout each customer experience.
• Provide service to customers to grow share of the account on behalf of the company.
• Identify new reservations sales business to achieve personal and property revenue goals.
• Understand the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand, and strategize accordingly.
• Close the best opportunities for the property based on market conditions and property needs.
• Monitor same-day selling procedures to maximize room revenue and control property occupancy.
• Gain understanding of the property’s primary target customer and service expectations; serve the customer by understanding their business and offering better business solutions.
• Respond to incoming reservations sales opportunities for the property that are outside of standard parameters.
• Utilize negotiating skills and creative selling abilities to close business and negotiate contracts.
• Effectively use sales resources and administrative/support staff.
• Assist in monitoring group reservation forecast data.
• Coordinate with sales and Convention Services to process rooming lists and reservation cards.
• Execute and support the operational aspects of business booked, including generating proposals and writing contracts.
• Assist with monitoring the accuracy of reservation sales orders within tracking systems.
• Track no-show reservations and process charges as needed.
• Check daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manage the waitlist and prioritize order of waitlist contacts.
• Prepare work and maintenance orders.
• Support customer loyalty and property’s brand standards by delivering service excellence.
• Provide excellent customer service consistent with the daily service basics of the brand.
• Execute exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Set a positive example for guest relations.
• Serve the customer by understanding their needs and recommending appropriate features and services, building relationships and loyalty.
• Handle guest complaints and disputes following instant pacification procedures.
• Monitor reservations sales agents during phone calls.
• Develop, implement, and maintain a departmental orientation program for new hires.
• Utilize all available on-the-job training tools for employees.
• Create monthly labor scheduling for the team.
• Utilize applicable intranet for resources and information.
• Create contracts as required.

Qualifications and Requirements

• High school diploma or GED; no work experience required.
• OR
• A 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or a related major, coupled with 2 years of experience in sales and marketing, guest services, front desk, or a related professional area.

Required Skills

• Reservations Sales
• Customer Loyalty
• Revenue Goal Achievement
• Negotiating Skills
• Customer Service Excellence
• Human Resource Management

Work Environment and Additional Information

This is a full-time, contract position located in Makkah, Saudi Arabia. The role requires 2-5 years of experience. Le Méridien Hotels & Resorts, part of Marriott International, is committed to being an equal opportunity employer, fostering an environment where diverse backgrounds are valued and celebrated. The company is dedicated to non-discrimination on any protected basis.