Job Description

The Guest Experience & Reservations Lead ensures the delivery of a seamless and memorable guest journey for all Durrani Homes properties, from pre-arrival to post-departure, while also overseeing reservations management across all platforms. This role combines service excellence, reservations oversight, quality control, and team leadership to maintain high guest satisfaction, operational efficiency, and brand consistency.

Core Responsibilities

1. Guest Journey Oversight & Workflow Execution

Oversee all guest journey workflows including pre-check-in, check-in, in-house service, complaint handling, check-out, and feedback follow-up -- ensuring SOP compliance and timely execution.

2. Reservations Management & Supervision

Supervise reservations across OTAs, direct bookings, and corporate accounts. Ensure timely response to booking inquiries and requests within SLA. Monitor accuracy of reservation details (rates, dates, guest information) and minimize booking errors. Liaise with Finance to ensure deposits, security deposits, and payments are tracked and reconciled. Conduct weekly audits of reservations to ensure data accuracy across PMS and OTAs. Train GROs/Reservations team on upselling techniques, reservation accuracy, and service standards.

3. Quality Assurance & Service Improvement

Conduct random spot checks on guest communication, inspections, and reservation handling. Maintain Guest Experience and Reservations Quality Checklists. Review guest and reservation feedback trends weekly and prepare improvement plans. Lead monthly refresher training sessions on SOPs, guest handling, and reservations accuracy.

4. Team Leadership & Performance Management

Set weekly performance targets for GROs, Reservations staff, and bellboys. Conduct weekly 1:1 performance reviews and coach team members. Create recognition programs with HR for high performers. Identify training needs and coordinate with HR.

5. Guest Retention & Loyalty Building

Track repeat guest bookings and introduce personalized service gestures. Ensure upselling and cross-selling strategies are implemented during reservations and pre-arrival communication. Ensure VIP & special guest protocols are executed flawlessly.

6. Operational Coordination & Issue Escalation

Act as first escalation point for guest and reservation issues. Liaise with Operations to resolve service or booking gaps. Maintain a daily guest experience and reservations dashboard.

7. Process Development & Innovation

Recommend process improvements in guest relations and reservations. Test and evaluate new tools or automation features in PMS/CRM/OTAs. Develop 'Service Recovery Scripts' and 'Reservation Handling Scripts' for GROs.

8. Reporting & Data Analysis

Prepare weekly Guest Experience & Reservations Reports. Monitor occupancy, booking patterns, cancellations, and revenue leakage

Prepare and submit the following reports on daily basis:

Review Report Early Check-In & Check-Out Report Daily Cash Deposit Report Daily Damage & Upselling Report Guest Complaint Report Build on the existing reporting and quality structure, ensuring reports are standardized, data-driven, and actionable. Share quarterly improvement proposals based on guest and reservation insights.
Job Type: Full-time

Application Question(s):

How do you prioritize your daily tasks when managing multiple responsibilities like guest communication, reservations, and team supervision? What systems or PMS software have you used in your previous roles ? Two VIP guests are accidentally assigned the same premium unit. What do you do How do you monitor reservation KPIs (occupancy, ADR, RevPAR, conversion rate) and what actions do you take if performance drops? As Team Lead, how do you keep coordination between Reservations, Guest Relations, and Housekeeping? How do you handle repeated lateness or grooming issues from a Guest Relations Officer bell boys?
Language:

English fluent (Required) * Arabic (Preferred)