Reservations Operations & Guest Experience Lead

SOFITEL; Makkah Region; On-site; SAR 134,000 - 246,000; Full time

Job summary

Sofitel in Saudi Arabia seeks a Reservations Manager to lead the reservations department, oversee agents, optimize occupancy and revenue, and ensure accurate processing through the PMS.

You will coordinate with Front Office, Sales, Revenue Management and Housekeeping, review allocations and VIP requests, analyze trends, and prepare reports while maintaining guest profiles and high service standards. English fluency required; additional languages a plus; experience with Opera PMS preferred.

Qualifications

• Experience in hotel reservations and revenue management preferred.
• Strong leadership and customer service abilities.
• Proficiency with property management systems (Opera PMS or similar).

Responsibilities

• Manage the daily operations of the reservations department.
• Supervise, train and evaluate reservation agents to ensure service standards.
• Monitor inventory and booking patterns to maximize occupancy and revenue.
• Ensure reservations are processed accurately through the PMS.
• Coordinate with Front Office, Sales, Revenue, Management, Housekeeping and others for guest arrivals/departures.
• Review room allocations, group bookings, VIPs and special requests.
• Analyze reservation trends, pace, cancellations and no-show reports.
• Prepare daily, weekly and monthly occupancy reports.
• Ensure compliance with hotel policies and rate plans.
• Handle guest inquiries, complaints and reservation issues professionally.
• Support revenue optimization with pricing strategies and promos.
• Maintain accurate reservation records and guest profiles.
• Identify opportunities to improve reservation processes and guest experience.

Skills

Leadership

Customer service

Reservation procedures

Revenue management

Analytics & reporting

Organization

Attention to detail

Problem solving

MS Office

Opera PMS

English fluency

Education

Tools

Opera PMS

Job description

Sofitel in Saudi Arabia seeks a Reservations Manager to lead the reservations department, oversee agents, optimize occupancy and revenue, and ensure accurate processing through the PMS.

You will coordinate with Front Office, Sales, Revenue Management and Housekeeping, review allocations and VIP requests, analyze trends, and prepare reports while maintaining guest profiles and high service standards. English fluency required; additional languages a plus; experience with Opera PMS preferred.