Job Description

Reservations Manager (Only Saudis)

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Saudi Arabia - Al Khobar

Improve any revenue stream by selling the right mix of products & services, at the right price, at the right time, to the right customer, at the right customer touch point, using the right distribution network. We strive to balance the needs of all stakeholders by hiring and retaining the most passionate, experienced and entrepreneurial talents. The incumbent in this position is also responsible to materialise the maximum number of requests and reservations.

Key Responsibilities

• Drive Market Share and Revenue Performance.

• Develop overall pricing strategy to include all market segments and distribution channels.

• Effectively manage and be in control of all inventory.

• Responsible for effective implementation and compliance with Kempinski Revenue Management standards and initiatives.

• Ensure all distribution channels are optimized.

• Share best Revenue Management practices and key learnings with peers and management.

• Play a leader role on the property’s weekly Revenue Management & Operations meetings.

• Produce accurate forecasts on weekly and monthly basis (+/-5%).

• Train, develop, and motivate staff to increase productivity.

• Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.

• Control rates for group business, group space blockage and timely wash, especially during the peak season / high demand days when expected occupancy is above 85%.

• Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.

• Update Serenata configuration / offers / confirmation letters to corporate design, if applicable.

• Control Rate Override Report on a daily basis for all departments.

• Assist in the preparation of the annual Room’s budget and the manning guide for Reservations.

• Follow up on lost business and bring information about them to the knowledge of the department superiors.

• Keep close follow up on developments of the competitor hotels (occupancy, renovation, special campaigns, theme events etc.).

• Spot-check reservations made the previous day and check all VIP arrivals.

• Prepare reports on a monthly basis.

• Keep department informed of all changes in systems or procedures.

• Monitor group bookings and work closely with the Groups department in order to achieve budgeted figures.

• Maximise employee productivity and morale within the department and consistently maintain discipline following hotel guidelines and local regulations.

• Achieve LQA / IFH results < 85%.

• Maintain an internal up-sell program for the Reservations department.

• Conduct annual performance evaluations.

• Perform any other duties as assigned to them by management.

• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.