at Peaches & Cream is responsible for overseeing all aspects of the reservations process, ensuring seamless booking experiences for guests while maximizing occupancy and revenue. This role requires strong leadership, exceptional customer service skills, and proficiency in reservation systems. The ideal candidate will optimize booking procedures, manage a reservations team, and collaborate with sales, marketing, and operations to enhance guest satisfaction and business performance.
Key Responsibilities:1. Reservations Management:
Oversee the entire reservations process, including phone, email, online, and third-party bookings.
Ensure accurate and timely processing of reservations, cancellations, and modifications.
Monitor booking trends and adjust strategies to maximize occupancy and revenue.
Maintain an up-to-date reservations database and ensure data integrity.
2. Team Leadership & Training:
Supervise, train, and motivate the reservations team to deliver outstanding service.
Conduct regular performance reviews and provide coaching for continuous improvement.
Develop and implement standard operating procedures (SOPs) for reservations.
3. Guest Experience & Communication:
Ensure all guest inquiries and requests are handled professionally and efficiently.
Resolve booking-related complaints or issues promptly and effectively.
Maintain a high level of personalized service to enhance guest satisfaction and loyalty.
4. Revenue & Yield Management:
Implement dynamic pricing strategies in collaboration with the revenue management team.
Monitor competitor pricing and industry trends to adjust rates accordingly.
Optimize distribution channels (website, OTAs, travel agents) for maximum bookings.
5. Reporting & Analysis:
Generate daily, weekly, and monthly reports on booking performance, cancellations, and revenue.
Analyze data to identify booking patterns and recommend improvements.
Work closely with finance to ensure accurate billing and payment processing.
6. System & Technology Management:
Oversee the property management system (PMS) and booking engine for efficiency.
Troubleshoot technical issues and liaise with IT support when necessary.
Stay updated on new reservation technologies and industry best practices.
7. Collaboration & Coordination:
Work closely with sales, marketing, and events teams to promote special offers and packages.
Coordinate with front office and housekeeping to ensure smooth guest arrivals.
Assist in developing promotional strategies to drive direct bookings.
Qualifications & Skills:
Education:
Bachelor's degree in Hospitality Management, Business, or related field.
Experience:
Minimum 3-5 years in reservations or front office management, preferably in luxury hospitality.
Technical Skills:
Proficiency in PMS , CRM, and booking platforms.
Soft Skills:
Excellent communication, leadership, problem-solving, and multitasking abilities.
Language:
Fluency in English (Arabic is a plus).
Attributes:
Detail-oriented, customer-focused, and results-driven.
Working Conditions:
Office-based with occasional extended hours during peak seasons.
Fast-paced environment requiring adaptability and teamwork.
Job Types: Full-time, Permanent
Application Question(s):
Describe a time when you successfully optimized a reservations system or process to increase bookings and revenue. What strategies did you implement, and what were the measurable outcomes?
Education: