Mgr-Reservations📣 Job Ad

About the Role

Le Méridien Hotels & Resorts is seeking a Reservations Manager for its Makkah, Saudi Arabia location. This management position is responsible for overseeing reservations sales, driving revenue, and ensuring customer loyalty through service excellence. The role requires an understanding of market dynamics, revenue maximization, and team leadership to achieve departmental objectives.

Key Responsibilities

• Solicit and manage reservations sales opportunities to meet personal and property revenue goals.
• Provide training and assign tasks to Reservations Sales staff.
• Actively up-sell to maximize revenue from each business opportunity.
• Achieve personal and team revenue targets.
• Foster customer loyalty by delivering service excellence in every interaction.
• Grow account share on behalf of the company by providing service to customers.
• Identify new reservations sales business to achieve revenue goals.
• Analyze market conditions, including competitor strengths and weaknesses, economic trends, and supply and demand, to strategize sales efforts.
• Secure the most advantageous opportunities for the property based on market conditions and property needs.
• Monitor same-day selling procedures to maximize room revenue and control property occupancy.
• Understand the property’s target customer and their service expectations, and tailor solutions to meet their business needs.
• Respond to incoming reservations sales opportunities that fall outside standard parameters.
• Utilize negotiation and creative selling skills to close business and negotiate contracts.
• Effectively leverage 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 operational aspects of booked business, including generating proposals, writing contracts, and customer correspondence.
• Assist with monitoring the accuracy of reservation sales orders within tracking systems.
• Track no-show reservations and process charges as required.
• Verify daily arrivals to ensure correct billing instructions are applied to reservations.
• Manage the waitlist and prioritize contact order.
• Prepare work and maintenance orders.
• Support customer loyalty and brand standards through service excellence.
• Provide excellent customer service consistent with brand standards.
• Execute customer service to drive satisfaction and loyalty by assisting customers and ensuring their satisfaction.
• Set a positive example for guest relations.
• Serve customers by understanding their needs, recommending features and services, and building relationships.
• 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 hire training.
• Utilize available on-the-job training tools for employees.
• Create monthly labor schedules 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.
• 2 years of experience in sales and marketing, guest services, front desk, or a related professional area.

Required Skills

• Reservations Sales
• Customer Loyalty
• Revenue Management
• Customer Service Excellence
• Negotiating Skills
• Sales Acumen
• Training and Development
• Human Resource Management

Work Environment

This is a full-time, management position located in Makkah, Saudi Arabia. The role is not remote. The position is on a contract basis.

Marriott International is committed to being an equal opportunity employer, valuing diversity and providing access to opportunity for all associates. The company fosters an environment where unique backgrounds are celebrated and is committed to non-discrimination on any protected basis.