About Mandarin Oriental Al Faisaliah, Riyadh

Mandarin Oriental is an award-winning owner and operator of luxury hotels, resorts, and residences worldwide. The Group is recognized for creating sought-after properties and providing service inspired by Asian heritage. The Mandarin Oriental Al Faisaliah Riyadh, located in the heart of the city, is a prominent luxury destination in Saudi Arabia, known for its timeless elegance, central location, and panoramic views, complemented by the brand’s signature service.

Role Overview

Mandarin Oriental Al Faisaliah Riyadh is seeking a full-time Reservations Manager to join its Commercial team. This role is responsible for leading and overseeing the daily operations of the Reservations Department. The Reservations Manager ensures exceptional service standards, accurate reservation management, and optimal revenue performance, contributing to the hotel's commercial objectives.

Key Responsibilities

• Lead and provide guidance and development to the reservations team.
• Collaborate with Revenue Management, Sales & Marketing, Rooms Division, Spa & Wellness, Food & Beverage, and other hotel departments to maximize occupancy, enhance guest satisfaction, and drive profitability.
• Ensure the integrity of reservation systems and data.
• Support forecasting and revenue optimization initiatives, and monitor market and business trends.
• Ensure a warm and genuine telephone experience for all callers.
• Communicate information and guest requests accurately to all relevant departments.
• Handle guest complaints and comments related to the department tactfully.
• Support customer loyalty and property brand standards by delivering service excellence.
• Maintain excellent working relationships with all hotel colleagues.
• Train agents in up-selling, cross-selling, and ongoing skill set knowledge.
• Maintain the system, ensuring all bookings, rates, and market codes are current and accurate, and key accounts are tracked in profiles.
• Ensure all departmental policies and procedures are understood and adhered to by agents.
• Assist in preparing daily no-show, late cancellation, weekly, and monthly reports.
• Adhere to all policies and procedures related to Safe, Sound, and Sustainable at Mandarin Oriental.
• Comply with the MOHG Social Media Policy, taking responsibility for content published on any social media platform.

Leadership and Team Development

The Reservations Manager will lead by example, fostering positive colleague relations and demonstrating company values within the team. This position requires strong leadership to guide and develop the reservations team, ensuring high performance and adherence to operational standards.

Qualifications and Experience

• A minimum of 5-10 years of experience in reservations management, preferably within the luxury hospitality sector.
• Demonstrated ability to lead and develop a team.
• Strong organizational skills and attention to detail for accurate reservation management.
• Proficiency in reservation systems and data management.
• Excellent communication and interpersonal skills for guest interaction and interdepartmental collaboration.

Work Type and Location

This is a full-time position based at the Mandarin Oriental Al Faisaliah Riyadh, located in Riyadh. The role offers an opportunity to contribute to a renowned luxury hotel brand.