Reservation Manager

Job description / Role

Reservation Manager

We are looking for a Reservation Manager to be an effective member in Pullman Zamzam Makkah and a great assist to the Reservations department and help in the development of the hotel.

Being a Pullman employee means embodying and conveying the brand mindset through the values of open mindedness, forward thinking and drive.

What is in it for you:

- ALL Heartist benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

- To ensure a proper teamwork and supervise the reservation team at all times.
- To ensure the all incoming and outgoing room reservation request are attended and handled as per the hotel standards and procedures.
- To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.
- To recognize potential clients and to transmit information to the sales Department
- To recognize VIP guests and to apply the concerned policies.
- To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To ensure the privacy of the guests and the confidentiality of the information is respected.
- To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
- To call Revenue Manager for advice in serious cases or if an approval is required.
- To ensure that the Supervisor completes the arrival check for D+7 daily and counter sign the same after checking it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that telephone etiquette is properly used as per Sofitel standards.
- To ensure a perfect knowledge of room types and rates structure among the reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To ensure the achievement of Quality tools and yield Management performance with the reservation team.
- To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To implement and follow up daily check lists.
- To assist in securing external guest accommodation should an overbooking occur
- To respect schedules, terms and deadlines as agreed with the management.
- To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
- To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
- To share daily activity highlights with the Revenue Manager, including internal and external guest opportunities.
- To be an ambassador of the hotel, in and outside the work place.
- To ensure uncompromising levels of cleanliness and maintenance through each employee's responsibility.
- To interview potential candidates and assist in new employees integration in liaison with HR department.
- To create an atmosphere of high morale and happy working relationship among the staff.
- To conduct staff evaluations and surveys.
- To develop staff motivation and performance through action plans.
- To become involved in staff retention and satisfaction.
- To ensure training and regular "refresher" courses are conducted and attended as scheduled.

Requirements

Your experience and skills include:

- Proven experience in the same field
- Excellent English Language
- Excellent leadership and communication skills
- Strong attention to detail, highly responsible, organized & reliable
- Strong interpersonal and problem solving abilities
- Ability to multi-task and work well under pressure

Your team and working environment:

Pullman ZamZam Makkah stands as a distinctive landmark in Makkah, located in the spectacular Abraj Al Bait complex, directly adjoining Masjid Al Haram and the holy Kaaba in the very heart of Makkah facing King Abdulaziz gate. This masterpiece offers the finest hospitality in Makkah, having 1315 elegantly appointed rooms and suites with extravagant amenities, two contemporary dining options and five-star-deluxe services filled with spirituality while enjoying direct views over the holy Kaaba.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.