Luxury Reservations Lead

FAENA; Saudi Arabia; On-site; SAR 300,000 - 450,000; Full time

Job summary

FAENA The Red Sea in Saudi Arabia seeks a Reservations Manager to lead the Reservations department with warmth, artistry, and precision, shaping the guest first impression and driving revenue.

The role partners with Revenue Management, Front Office, Sales & Marketing to translate FAENA’s curated indulgence into flawless, personalised booking experiences from inquiry to arrival. Fluent English required, luxury brand experience preferred.

Qualifications

• Bachelor’s degree in Hospitality Management, Business, or related field preferred.
• Minimum 4–6 years of progressive experience in reservations or revenue-related roles within luxury hospitality, including at least 1–2 years in a supervisory or managerial capacity.
• Proven experience with Property Management Systems (PMS), Central Reservation Systems (CRS), GDS, and channel management platforms.
• Strong understanding of hotel/resort operations, rate structures, revenue management principles, and distribution strategy.
• Pre-opening experience within a luxury resort or lifestyle brand is an advantage.
• Fluency in English required; additional languages are a strong advantage.

Responsibilities

• Champion and reinforce a culture of warmth, precision, and pride within the reservations function, consistent with the FAENA Culture.
• Oversee day-to-day reservations operations across all channels (phone, email, OTAs, GDS, direct website) ensuring accuracy, efficiency, and an exceptional guest experience at every touchpoint.
• Set, monitor, and enforce reservations standards, scripts, and service protocols aligned with FAENA’s luxury positioning and brand voice.
• Partner with the Director of Revenue Management to implement pricing strategy, rate integrity, availability controls, and inventory allocation across all distribution channels.
• Analyse booking pace, pickup, denials, and cancellation trends; recommend action plans to maximise occupancy and RevPAR.
• Review and approve complex, VIP, and high-value reservations, ensuring bespoke arrangements are curated and flawlessly executed.
• Champion upselling and cross-selling of room categories, experiences, and packages to elevate guest journeys and drive ancillary revenue.
• Ensure the PMS and all channel managers reflect accurate rates, availability, and content at all times.
• Collaborate with Front Office, Housekeeping, and Guest Experience teams to guarantee seamless arrivals, departures, and fulfilment of special requests.
• Handle guest escalations and booking-related service recovery with discretion, empathy, and a solutions-first approach.
• Conduct regular audits of reservation records for accuracy, completeness, and compliance with brand standards and data privacy regulations.
• Prepare and present reservations performance reports, forecasts, and departmental budgets to senior leadership.
• Recruit, train, and evaluate reservations team members; conduct performance reviews and identify development opportunities.
• Maintain deep knowledge of resort offerings, experiences, promotions, and the destination to inspire and inform the guest journey.
• Manage overbooking strategy and inventory control in coordination with Revenue Management, minimising risk while optimising occupancy.
• Stay current on luxury hospitality trends, competitor positioning, and guest expectations, bringing insights back to elevate the FAENA offering.

Skills

Leadership

Customer Service

Analytical

Communication

Team Leadership

Education

Bachelor's degree in Hospitality Management

Tools

PMS

CRS

GDS

Channel Management

Job description

FAENA The Red Sea in Saudi Arabia seeks a Reservations Manager to lead the Reservations department with warmth, artistry, and precision, shaping the guest first impression and driving revenue.

The role partners with Revenue Management, Front Office, Sales & Marketing to translate FAENA’s curated indulgence into flawless, personalised booking experiences from inquiry to arrival. Fluent English required, luxury brand experience preferred.