Cluster Reservations Manager

AccorHotel; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

AccorHotel is seeking a Reservation Manager to oversee national and international accounts, ensuring prompt responses to inquiries and maximizing bookings across channels. You will train agents, resolve guest issues, and maintain schedules to secure high conversion rates while protecting revenue and brand standards.

The role requires 3+ years in hotel/resort operations, with Opera and MS Office proficiency, and a strong understanding of regional cultures and luxury service expectations.

Qualifications

• Degree or diploma in Training and Development or Hotel Management.
• Working knowledge of Opera and Microsoft Office.
• Minimum 3 years experience in hotel or resort; luxury background preferred.

Responsibilities

• Ensure reservation queries are handled professionally to prevent loss of business.
• Train agents to improve reservation selling skills.
• Resolve guest issues to protect revenue and satisfaction.
• Maintain department schedule to ensure coverage and high conversion to bookings.
• Track calls and report results daily, weekly, and monthly.
• Set selling strategies across channels as directed by supervisor.
• Run reports and assist Revenue Management to adjust systems as needed.
• Maintain admin procedures: confirmations within 24 hours, no-show charges, filing.
• Suggest improvements and plan succession for reservations staff.

Skills

Customer service excellence

Team leadership

Training & development

Forecasting & revenue management

Education

Degree/Diploma in Training and Development or Hotel Management

Tools

Opera

Microsoft Office

Job description

The incumbent in this position is responsible for following up to materialize the budgeted revenues of all segments The position focuses on hotel s national and international accounts in terms of individual bookings b b b

KEY ROLES amp RESPONSIBILITIES

• Ensure all reservation enquires are professionally and promptly handled and that there is no loss of business
• Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls minimizing loss of calls and ensuring a high level of conversion into bookings
• Track calls using standard call conversion sheets and report results daily weekly and monthly
• Set and amend selling strategies across all channels and segments as directed by the direct report as applicable per property level
• Run reports as required by Hotel and company standards assist the Director of Revenue Management or other direct report to maintain make change in the Reservation Property Management Revenue Management system if applicable at property level as required
• Maintain administration procedures as per company and Hotel standards this includes all reservations and requests are confirmed with in 24 hours no show charges are validated and sent to Finance for posting filing system is maintained and new ones set up fax machine is checked and correspondence is placed in the applicable place s
• Conduct annual reviews recommend appropriate succession plan for Employee s development in order to ensure the sustainability of the reservation department provide suggestion for improvement and identify barriers to its success and ways to overcome these
• Monitor and report results of any incentive programs in place responsible to make sure integrity of the program is maintained and that all requirements are followed
• Creativity, Stress Management, Self-Development, Listening and Oral SkillsAbility to handle multiple tasksAbility to delegate and organize work flowAbility to meet deadlines consistentlyLeadership skillsManaging, training and instructing skills

QUALIFICATIONS

Degree/Diploma in Training and Development or Hotel ManagementWorking knowledge of Opera, Microsoft Office.EXPERIENCEminimum 3 years experience in Hotel or Resort.Luxury hotel or resort background preferredUnderstands the local culture and have worked in the region.