Reservation Manager (Saudi National Only)

Company Overview

Raffles Hotel Jeddah blends refined luxury with attentive service in a location next to the residential tower. The property reflects the signature elegance, elevated standards, and thoughtful hospitality associated with the Raffles brand, creating a memorable stay for guests in Jeddah.

Role Summary

We are looking for a seasoned and energetic Reservation Manager to take charge of the reservations function in Jeddah, Saudi Arabia. This position is responsible for leading reservation activities, guiding the team, and supporting revenue growth while delivering an outstanding guest experience. The successful candidate will help create smooth booking journeys, strengthen operational quality, and cultivate a team-focused environment built on service excellence.

Key Responsibilities

• Direct, coach, and review the reservations team so that service quality remains consistently high and employees continue to grow professionally.
• Handle reservation requests received through phone, GDS/CRS channels, and online platforms, ensuring confirmations, amendments, and cancellations are communicated on time.
• Track the daily flow of incoming correspondence and process all enquiries in line with company service standards and quality expectations.
• Review reservation patterns and business trends to uncover revenue opportunities and support pricing and promotional actions.
• Keep guest details, special requirements, and arrival information accurate and complete while working closely with the front office and housekeeping teams.
• Build strong relationships with repeat guests and corporate accounts by delivering personalised service and encouraging loyalty.
• Resolve booking issues and guest complaints with professionalism and care, escalating complex matters when needed while maintaining clear communication.
• Actively present hotel facilities, services, and offers using consultative selling methods to improve room yield and guest satisfaction.
• Maintain up-to-date knowledge of hotel products, ACCOR Group campaigns, and market positioning to support accurate recommendations and informed selling.
• Coordinate with the Front Desk, Credit Manager, and relevant departments on same-day bookings, payment matters, and extension requests.
• Keep reservation records and correspondence well organised for quick retrieval and compliance with record management practices.
• Monitor team performance, occupancy levels, and conversion results, and share regular reports with management along with practical recommendations.
• Stay informed about reservation technology, market developments, and industry best practices, and suggest process or system improvements.
• Take on additional tasks and special assignments from senior management to support broader business objectives.

Required Skills and Qualifications

• Excellent communication and people skills, with the ability to connect well with guests, colleagues, and other departments.
• Strong sales capability and a consultative approach to increasing revenue and identifying upsell opportunities.
• Highly organised with strong time management, precision, and attention to detail.
• Ability to interpret data and performance metrics to guide decisions and improve outcomes.
• Effective problem-solving and conflict-handling skills with a guest-first mindset.
• Leadership ability with the confidence to guide, inspire, and develop team members.
• A balanced style that combines assertiveness, empathy, and emotional awareness.
• Strong written communication and presentation skills.
• At least 3-5 years of progressive experience in hotel reservations or hospitality operations, including 2 or more years in a supervisory or management role.
• Hands-on experience with reservation systems, GDS, and CRS platforms.
• Proven ability to manage large volumes of booking enquiries while maintaining service standards.
• Background in revenue management, yield improvement, and strategic pricing initiatives.
• Experience resolving guest complaints and managing service recovery effectively.
• Comfort using GDS/CRS tools, internet-based booking systems, hotel management systems, Microsoft Office, and data analysis tools.
• Familiarity with hotel property management systems (PMS).
• Preferred: hospitality management certification or similar training in hotel operations.
• Preferred: experience with ACCOR Group properties or comparable international hotel brands.
• Preferred: multilingual ability, especially Arabic.
• Preferred: understanding of Saudi Arabian hospitality standards and cultural practices.
• Preferred: experience in training and onboarding reservation staff.
• Knowledge of hotel operations, reservation workflows, guest service standards, promotions, packages, revenue strategy, credit processes, and industry best practices.

Additional Information

Working at Raffles means representing the brand’s spirit and company mindset through a heartfelt service culture.

Eligibility

This role is intended for Saudi nationals only.

Employment Details

This is a full-time, onsite position based in Jeddah, Makkah, Saudi Arabia.