Reservations Supervisors

About Accor and Mövenpick Hotels & Resorts

Accor is seeking a Reservations Supervisor for Mövenpick Hotels & Resorts in Riyadh, Saudi Arabia. Mövenpick Hotels & Resorts focuses on creating significant guest experiences through genuine and warm interactions, aiming to transform ordinary moments into extraordinary ones. This vision is supported by a team dedicated to delivering exceptional results.

Role Summary

The Reservations Supervisor will oversee and manage revenue and reservations operations, coordinating activities with other departments. This role involves ensuring high-quality reservation delivery to clients, motivating the reservations team, and efficiently processing all reservation inquiries via phone, fax, or email to meet hotel targets. The position is full-time and requires 2-5 years of experience.

Key Responsibilities

• Supervise Reservations Staff, ensuring adherence to department standards and policies, and recommending improvements to achieve performance goals.
• Ensure accurate and individualized information is provided to guests.
• Coach agents in up-selling, cross-selling, and ongoing skill development.
• Monitor daily operations to manage call volumes efficiently, complete administrative duties, and maximize productivity.
• Assist in preparing daily, weekly, and monthly reports.
• Support the coordination of new rate offers, including rate building, operational flow determination, communication to the hotel community, and deficiency testing.
• Ensure smooth shift changes with proper handover to the next shift.
• Report equipment failures or repair requests to the Maintenance Department.
• Respond to inquiries about hotel products and services via telephone, fax, and email according to standard guidelines.
• Maintain comprehensive knowledge of all food & beverage services, contents, preparation methods, outlets, and hotel services/features to promote products.
• Coordinate and communicate with all other departments to ensure smooth operations.

Team Management and Development

• Identify and develop team members with potential.
• Conduct performance reviews with the team.
• Monitor team members’ appearance, attitude, and professionalism.
• Prepare detailed induction programs for new employees.
• Prepare weekly staff schedules considering anticipated business, operating budgets, and service standards.
• Develop, conduct, and maintain all staff training programs, focusing on development needs and new skill acquisition.

Core Behaviors and Values

At Mövenpick Hotels & Resorts, core behaviors are guided by values that shape interactions and actions. Expected behaviors include:

• Trust: Operating with fairness and integrity, fostering transparency through open communication and honoring commitments.
• Relationships: Building strong connections with colleagues and guests, valuing diversity, and promoting cooperation.
• Drive: Being action-oriented, setting direction, clarifying goals, and overcoming challenges to achieve results.
• Entrepreneurship: Understanding the business and market context, identifying opportunities for continuous improvement, and supporting change.

General Requirements

• Awareness of hotel fire & life safety/emergency procedures.
• Maintain a high standard of personal appearance and hygiene.