Summary
IHG Hotels & Resorts is seeking a Reservations Supervisor for Holiday Inn Riyadh Rose Yard in Riyadh. The role oversees reservation processing, room inventory, booking channels, group bookings, reporting, and coordination with Revenue Management, Sales, and Front Office. It also involves supporting and coaching Reservations Agents and resolving guest concerns. Applicants need 2–4 years of Reservations or Front Office experience, including at least one year in a supervisory role, and knowledge of Opera PMS and IHG Concerto; a hospitality-related diploma or bachelor’s degree is required.
The posting
As published on ihgplc.com. Pulled from the employer's site and shown as they wrote it.
Description
We are looking for a Reservations Supervisor to join our Reservations team at Holiday Inn Riyadh Rose Yard. The successful candidate will oversee the daily operations of the Reservations Department, ensuring accurate reservation processing, inventory control, and exceptional guest service. The role supports revenue optimization by managing room availability, monitoring booking channels, coordinating with Sales and Front Office, and ensuring compliance with IHG brand standards.
Key Responsibilities:
- Supervise the daily operations of the Reservations Department, ensuring all reservations are processed accurately and efficiently.
- Monitor room inventory, availability, and reservation status to maximize occupancy and revenue opportunities.
- Coordinate with Revenue Management to implement pricing strategies, restrictions, and inventory controls.
- Review and manage reservations from all booking channels, including IHG systems, OTAs, travel agents, and corporate accounts.
- Handle group reservations, rooming lists, and special requests in coordination with the Sales and Events teams.
- Ensure reservation details, guest profiles, and billing instructions are accurately entered into Opera PMS.
- Monitor reservation confirmations, amendments, cancellations, and no-show procedures in accordance with hotel policies.
- Respond promptly to reservation inquiries from guests, travel partners, and internal departments while maintaining high service standards.
- Supervise and support Reservations Agents by providing guidance, training, and performance coaching.
- Review daily pickup reports, forecast reports, and reservation activity to identify booking trends and communicate opportunities.
- Coordinate closely with Front Office to ensure smooth arrivals, room allocation, and handling of VIP guests and special requests.
- Assist in resolving reservation-related guest concerns and support service recovery when required.
- Prepare daily, weekly, and monthly reservation reports for management review.
- Ensure compliance with IHG reservation standards, hotel policies, and data accuracy requirements.
- Perform any other duties assigned by the Front Office Manager or Revenue Manager.
Requirements:
- Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum 2–4 years of experience in Reservations or Front Office operations, including at least 1 year in a supervisory role within the hospitality industry.
- Strong knowledge of Opera PMS, IHG Concerto, and hotel reservation systems.
- Good understanding of hotel inventory management and revenue optimization principles.
- Excellent communication, leadership, and organizational skills.
- Strong analytical skills with attention to detail and accuracy.
- Good command of English; Arabic is an advantage.
- Proficiency in Microsoft Office, particularly Excel.