AYS and Reservation Manager📣 Job Ad

About the Role

The Luxury Collection is seeking an AYS and Reservation Manager to oversee property operations and ensure the highest levels of hospitality in Riyadh. This full-time position requires a professional to manage guest relations, resolve guest-related situations, and direct lobby traffic, representing property management effectively.

Key Responsibilities

• Serve as the property Manager on Duty, overseeing all property operations and ensuring exceptional guest service.
• Represent property management in resolving guest-related issues and managing guest satisfaction.
• Manage the flow of inquiries and direct guests within the lobby area.
• Handle guest relations, including tracking service issues and implementing corrective action plans.
• Lead and manage guest services teams, fostering mutual trust, respect, and cooperation.
• Supervise and manage daily operations, understanding employee roles to cover duties as needed.
• Develop and implement specific goals and plans to prioritize and accomplish work.
• Handle guest complaints, disputes, grievances, and conflicts.
• Maintain strong working relationships with all departments to support property operations.
• Intervene in guest or employee situations to maintain property integrity and guest satisfaction.
• Ensure ongoing communication with employees regarding business objectives and expectations.
• Assist in financial management by comprehending budgets, operating statements, and payroll reports.
• Provide services that exceed customer expectations for satisfaction and retention.
• Improve service by coaching employees on understanding and meeting guest needs.
• Manage daily operations to ensure quality standards and customer expectations are met.
• Set a positive example for guest relations and hospitality skills.
• Empower employees to deliver excellent customer service and provide feedback on service behaviors.
• Implement customer recognition and service programs.
• Ensure property policies and disciplinary procedures are administered fairly and consistently.
• Manage payroll administration.
• Identify developmental needs of staff and provide coaching and mentoring.
• Provide guidance and direction to subordinates, setting and monitoring performance standards.
• Participate in employee progressive discipline procedures and utilize on-the-job training tools.
• Solicit employee feedback and address concerns to improve employee satisfaction.
• Supervise training initiatives and conduct training sessions as appropriate.
• Participate in the employee performance appraisal process.
• Maintain high visibility in public areas during peak times.
• Understand and implement all emergency plans.
• Perform Front Desk duties during high demand periods.

Qualifications and Experience

• High school diploma or GED required.
• Minimum of 2 years of experience in guest services, front desk, or a related professional area.
• Alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is acceptable with no prior work experience required.
• The role requires 2-5 years of experience.

Skills and Competencies

• Strong interpersonal and communication skills to lead and influence others.
• Demonstrated honesty and integrity, leading by example.
• Ability to advocate for sound financial and business decision-making.
• Proficiency in managing day-to-day operations and ensuring quality standards.
• Capability to analyze information and evaluate results to solve problems.
• Skills in providing guidance, feedback, and individual coaching to employees.
• Ability to inform and update supervisors, peers, and subordinates in a timely manner.

Work Location and Type

This is a full-time position based in Riyadh.