Director of Reservations
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Key skills for this role
About the Role
Lead Reservations Department, manage room inventory, ensure reservation accuracy, and support revenue strategies while developing a high-performing team.
Key Skills for This Role
Responsibilities
- Lead and manage daily operations of the Reservations Department
- Ensure all reservations are processed accurately and within brand standards
- Manage room inventory in coordination with Revenue Management team
- Monitor reservation queues, booking turnaround times, and system performance
- Prepare daily pickup reports and weekly reservation performance reports
- Recruit, train, coach, and develop the Reservations team
- Coordinate with Sales, Front Office, and Marketing teams
Requirements
- Experience in leading a reservations department in a hotel
- Knowledge of Opera PMS and reservation systems
- Understanding of revenue management and inventory control
- Strong leadership and team management skills
- Excellent communication and guest service skills
Full Job Posting
Position Summary
- The Director of Reservations is responsible for leading the Reservations Department and ensuring effective management of room reservations, inventory control, and reservation systems.
- Works closely with Director of Revenue Management, Sales, Front Office, Revenue, and Distribution teams.
Reservations Operations
- Lead and manage daily operations of the Reservations Department.
- Ensure all reservations are processed accurately and within brand standards.
- Maintain reservation quality, guest communication, and response times.
- Supervise reservation team and ensure service excellence.
- Monitor reservation queues and booking turnaround times.
- Handle VIP, group, and complex reservation requests.
- Ensure reservation policies are consistently followed.
Inventory & Availability Management
- Manage room inventory in coordination with Revenue Management team.
- Ensure room availability is accurately reflected across all booking channels.
- Monitor room allocation, restrictions, stop sell periods, and overbooking levels.
- Coordinate room releases during Hajj, Ramadan, and peak demand periods.
- Ensure rate codes, packages, and promotions are loaded correctly.
Distribution Systems
- Ensure accurate setup and maintenance of Opera PMS and Accor reservation systems.
- Coordinate with Distribution and Revenue teams regarding channel connectivity.
- Monitor reservation interfaces and system performance.
- Ensure reservation data integrity across all systems.
Revenue Support
- Support Director of Revenue Management in implementing approved pricing strategies.
- Monitor pickup trends and booking pace.
- Prepare daily reservation and pickup reports.
- Identify unusual booking patterns and communicate promptly.
- Assist with forecasting by providing reservation insights and booking trends.
Team Leadership
- Recruit, train, coach, and develop the Reservations team.
- Conduct performance evaluations and continuous coaching.
- Ensure compliance with Accor brand standards.
- Build a high performing, guest focused reservations team.
Cross Functional Collaboration
- Work closely with Front Office to ensure room readiness and arrival planning.
- Coordinate with Sales regarding group blocks and contracted allocations.
- Support Finance with reservation audits when required.
- Collaborate with Marketing regarding promotional offers and campaigns.
Reporting
- Prepare daily pickup reports.
- Produce weekly reservation performance reports.
- Monitor booking pace against forecast.
- Track reservation conversion.
- Analyze booking source performance.
- Monitor cancellations and no show trends.
Benefits
- Discounted Heartist rates across Accor's global network of 5,600 properties and 10,000 food & beverage venues.
- Access continuous learning and development through Accor's Revenue Management Academy and leadership programs.
- Opportunity to grow career globally across 45+ Accor brands in over 110 countries.
- Work with industry leading tools including IDeaS Revenue Management Platform.
- Be part of one of Makkah's most iconic hotels.
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