Reservations Supervisor

About Plaza Premium Group

Plaza Premium Group is a global leader dedicated to enhancing travel experiences. With a diverse team worldwide, we are proud #PPGFamily committed to fostering respect, integrity, and pride in our work. Established in Hong Kong in 1998, we have grown to operate in over 60 international airports across more than 200 locations, delivering exceptional airport lounge, hotel, meet & greet, and dining services. Our partnerships include prestigious airlines such as Cathay Pacific Airways, Singapore Airlines, and Lufthansa. We innovate continuously to improve travel through technologies like our Smart Traveler rewards mobile app.

Role Overview

The Reservations Supervisor will lead the Reservations Department to maximize hotel occupancy and revenue while ensuring guest satisfaction. This role involves managing daily reservation operations, supervising the team, maintaining reservation and distribution systems, and supporting the Hotel Manager in commercial and operational goals with full adherence to company policies and Saudi Arabian regulations.

Key Responsibilities

• Oversee daily operations of the Reservations Department ensuring accurate, prompt processing of bookings, amendments, cancellations, and special requests.
• Manage room inventory, pricing, and availability to optimize occupancy and maximize revenue.
• Handle revenue management strategies and daily yield operations effectively.
• Maintain and configure reservation systems including PMS, CRS, GDS, channel managers, and OTA extranets for efficiency and compliance with VAT and municipal fee regulations.
• Ensure guest registration data complies with Ministry of Tourism and Ministry of Interior requirements, capturing valid IDs like National ID, Iqama, or passports at booking.
• Conduct benchmarking and monitor seasonal and regional market trends (Hajj, Umrah, Ramadan, Eid, national events, Saudi Tourism campaigns, airport traffic) to uncover revenue opportunities.
• Assess performance of distribution channels such as international and regional OTAs, FIT, tour operators, corporates, government accounts, consortia, airline crews, and group bookings.
• Generate and analyze reservation, occupancy, and revenue reports to aid budgeting processes.
• Lead, train, and motivate reservations staff, emphasizing guest service excellence and upskilling Saudi national team members.
• Manage guest inquiries, complaints, and special requests professionally in both Arabic and English.
• Enforce company policies, procedures, and safety standards rigorously.
• Collaborate closely with Front Office, Housekeeping, Sales, and other departments to ensure a smooth guest experience.

Candidate Profile

• Possess a bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related discipline.
• At least 2 years of experience in hotel reservations, including leadership roles; experience within GCC hospitality sector preferred.
• Technical expertise in PMS, CRS, GDS, channel management, extranet platforms, and revenue management tools.
• Strong analytical abilities and proficiency in Microsoft Office, particularly Excel.
• Excellent communication skills, including mandatory Arabic and fluent English.
• Proven leadership and team-building skills.
• Detail-oriented, well-organized with strong multitasking capability.
• Deep commitment to exceptional guest service and achieving performance targets.
• Flexible to work shifts, weekends, and public holidays aligned with hotel operation needs.