Reservations Manager

About the role

Based in the Mandarin Oriental Al Faisaliah Riyadh, the Reservations Manager leads the Reservations Department, ensuring seamless booking processes, exceptional guest service, and strong revenue performance. The role works closely with Revenue Management, Sales & Marketing and other hotel divisions to maximise occupancy and profitability.

Key responsibilities

• Oversee daily operations of the reservations team, ensuring accurate booking entry, rate management and market code updates.
• Maintain the integrity of reservation systems and data, supporting forecasting and revenue optimisation initiatives.
• Handle guest enquiries, complaints and special requests, delivering a warm telephone experience and timely communication to relevant departments.
• Train and coach agents on upselling, cross‑selling and product knowledge to drive revenue.
• Collaborate with Revenue Management, Rooms Division, Spa, F&B and other departments to align strategies and achieve commercial objectives.
• Ensure compliance with Mandarin Oriental policies, including Safe, Sound and Sustainable practices and social media guidelines.

Required profile

• Demonstrated leadership in a hotel reservations environment.
• Strong customer‑service orientation with the ability to resolve guest issues tactfully.
• Excellent communication skills and ability to work collaboratively across departments.
• Commitment to upholding brand standards and fostering positive colleague relations.

Required skills