Reservations Supervisor: Lead Guest Experience & Revenue

Sofitel; Makkah Region; On-site; SAR 67,000 - 100,000; Full time

Benefits offered by this job

Heartist rates across Accor network

Global career opportunities

Job summary

Accor in Makkah, Saudi Arabia is seeking a Reservations Supervisor to manage daily Reservations Department operations, ensure guest service excellence, and optimize revenue. You will guide the reservations team, ensure accurate PMS data, and coordinate with related departments for smooth guest experiences.

The role requires 1 year in a similar role or 6 months in reservations/front office, English proficiency, and a flexible schedule including evenings and weekends.

Qualifications

• Vocational Certificate in Hotel Management, Business Administration, or Bachelor in Hotel Administration or equivalent.
• Minimum 1 year in a similar role, or 6 months in reservations/front office operations.
• Proficient in Microsoft Office and property management systems (OPERA).
• Excellent English communication, written and spoken.
• Strong customer service orientation with professional guest interaction.
• Detail-oriented with high data-entry accuracy.
• Ability to multi-task in a fast-paced environment.
• Flexible schedule including evenings, weekends and holidays.
• Knowledge of hospitality standards and upselling skills.
• Calm and professional under pressure with cultural sensitivity.

Responsibilities

• Supervise daily operations of the Reservations Department for efficient handling.
• Oversee reservations via phone, email and online channels with accuracy and timeliness.
• Coach and guide reservations team to ensure guest service and productivity.
• Ensure accurate data entry in the Property Management System (PMS).
• Monitor room inventory, availability and rate integrity to maximize occupancy and revenue.
• Promote hotel facilities, room categories, packages and offers; upsell where possible.
• Handle complex reservations, VIP bookings and special requests professionally.
• Coordinate with Front Office, Revenue Management, Sales and other departments for seamless guest experiences.
• Assist in managing group reservations, rooming lists and allotments with Sales.
• Prepare daily/weekly/monthly reservation reports including pickup, cancellations, no-shows and trends.
• Ensure reservation quality standards and compliance with policies and brand standards.
• Assist with training, onboarding and performance development of Agents.
• Stay informed of local events and promotions to support inquiries and opportunities.
• Perform other duties to support Reservations Department operations.

Skills

Customer service

English communication

Multi-tasking

Attention to detail

Calm under pressure

Flexibility

Sales skills

Cultural sensitivity

Education

Vocational Certificate in Hotel Management or Business Administration or Bachelor's degree in Hotel Administration

Tools

Microsoft Office

OPERA PMS

Job description

Accor in Makkah, Saudi Arabia is seeking a Reservations Supervisor to manage daily Reservations Department operations, ensure guest service excellence, and optimize revenue. You will guide the reservations team, ensure accurate PMS data, and coordinate with related departments for smooth guest experiences.

The role requires 1 year in a similar role or 6 months in reservations/front office, English proficiency, and a flexible schedule including evenings and weekends.