Senior Reservation Executive

gu-recruitment; Muscat; On-site; OMR 12,000 - 22,000; Full time

Job summary

gu-recruitment is seeking an Operation Senior Executive to oversee the reservation process for hotel, airline, and event bookings, ensuring superb customer service and operational efficiency.

The role includes mentoring junior agents, resolving escalations, and supporting training, reporting, and system management across the reservations team.

Qualifications

• Bachelor's degree in hospitality, business, or related field preferred.
• 4–6 years of experience in reservations, travel, or hospitality.
• Proven expertise in reservation software (Sabre, Amadeus, B2B or proprietary).
• Supervisory or team-lead experience in a customer-service environment.
• Multilingual: English and Arabic required.
• Background in revenue management preferred.

Responsibilities

• Manage and process individual and group reservations, including VIP and high-priority clients.
• Handle escalated customer concerns and provide effective solutions in a timely manner.
• Monitor reservation systems for accuracy, availability, and pricing integrity.
• Mentor and assist junior reservation agents; provide on-the-job training and support.
• Coordinate with internal departments to ensure special requests and service delivery.
• Assist in developing and improving reservation procedures and workflows.
• Review daily, weekly, and monthly reports, forecast, and reservation trends.
• Monitor and manage booking fulfillment, blackout dates, and system outages.
• Assist management with performance tracking and quality control for the reservations team.
• Ensure compliance with data privacy policies and customer service standards.

Skills

Customer service

Team leadership

Training

Reporting

Education

Bachelor's degree in hospitality

Bachelor's degree in Business

Tools

Sabre

Amadeus

B2B reservation system

Proprietary platforms

Job description

The Operation Senior Executive oversees the reservation process for a company's services- such as hotel bookings, airlines bookings, or events- ensuring seamless customer service and operational efficiency. In addition to handling complex bookings, this role provides support to junior team members, resolves escalated issues, and assists with training, reporting, and system management.

Key Responsibilities

• Manage and process individual and group reservations, including VIP and high-priority clients.
• Handle escalated customer concerns and provide effective solutions in a timely manner.
• Monitor reservation systems for accuracy, availability, and pricing integrity.
• Mentor and assist junior reservation agents; provide on-the-job training and support.
• Coordinate with internal departments (e.g., sales, finance) to ensure special requests and service delivery.
• Assist in developing and improving reservation procedures and workflows.
• Review daily, weekly, and monthly reports, forecast, and reservation trends.
• Monitor and manage booking fulfillment, blackout dates, and system outages.
• Assist management with performance tracking and quality control for the reservations team.
• Ensure compliance with data privacy policies and customer service standards.

Requirements

• Education and certifications: Bachelor's degree in hospitality, Business, or related field preferred).
• Minimum of 4-6 years of experience in a reservations, travel, or hospitality role.
• Proven expertise in reservation software (e.g. Sabre, Amadeus, B2B reservation system, or proprietary platforms).
• Supervisory or team lead experience in a customer service or reservations environment.
• Multilingual (English and Arabic a must).
• Background in revenue