Reservations Supervisors

Accor; Riyadh; On-site; SAR 112,000 - 167,000; Full time

Job summary

Mövenpick Hotels & Resorts is seeking a Reservations Supervisor to oversee the Reservations team and ensure high-quality delivery of service to clients. You will coach staff, handle inquiries, and work across departments to drive sales and operational excellence.

The role requires strong leadership, excellent communication, and fluency in English, with Arabic or French being advantageous for interacting with a diverse guest base. This on-site position is based in Riyadh.

Qualifications

• Excellent leadership, team motivation, and communication skills.
• Strong fluency in English; Arabic and/or French is advantageous.
• Ability to thrive in a high-volume reservations environment.

Responsibilities

• Supervise Reservations staff and ensure department standards and policies are followed.
• Maintain high quality reservations delivery and convert inquiries to sales.
• Coach agents in upselling and cross-selling techniques and improve skills.
• Monitor day-to-day call volumes, ensure timely reports and productivity.
• Coordinate new rate offers, rate building, and communicate with hotel community.
• Ensure smooth shift changes with proper handover and coordinate with Maintenance as needed.
• Respond to inquiries about hotel products and services by phone, fax, and email.

Skills

Leadership

Team motivation

Communication

English fluency

Job description

Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

• To supervise & manage Revenue & Reservations operations and coordinates its activities with the other departments.
• To ensure a continuously high quality of reservations delivery to the clients and to manage and motivate the reservation team.
• To record and process all reservation inquiries made by phone, fax or email efficiently and accurately and converted to sales where possible to meet hotel targets.

Key Deliverables and Responsibilities

Reservations Responsibilities

• Provide supervision to Reservations Staff. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals
• Ensure information provided to guests is accurate and individualized
• Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge
• Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized
• Assist in preparing daily, weekly and monthly reports
• Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing
• Ensure smooth shift changes with proper pass-on to the next shift
• Report any equipment failures/problems & repair requests to Maintenance Department

• Respond to enquiries about hotel products and services by telephone, fax and email according to standard guidelines

• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services

• Coordinate and communicate with all other departments to ensure a smooth operation

Team Management

• Identify and develop team members with potential
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Prepare detailed induction programs for new employees
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

Other Responsibilities

• Be aware of the hotel fire & life safety/emergency procedures
• Maintain a high standard of personal appearance and hygiene at all times

Core Behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Mövenpick Hotels & Resorts, we call these value-based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.

Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.

Drive: We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.

Entrepreneurship: We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.

Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

I commit to the above requirements of my position and will strive to demonstrate our Values and Core Behaviours in my daily work and confirm I am able to perform the essential function of the role as identified.

Mövenpick Hotel & Residences Riyadh

Job Description
Additional Information
Key Skills & Attributes

• Excellent leadership, team motivation, and communication skills.
• Ability to thrive in a high-volume, multi-cultural, 5-star kitchen environment.
• Strong fluency in English is required; fluency in Arabic and/or French is highly advantageous.