BATOOL ALQAHTANI
RIYADH,SAUDI ARABIA
Summary
Accomplished hospitality professional with extensive expertise in luxury service and guest-oriented environments. Demonstrates proficiency in reservation management, booking coordination, and complaint management, ensuring seamless operations and exceptional customer satisfaction. Adept at leveraging communication skills and detailed-oriented approach to enhance revenue through upselling and cross-selling strategies. Skilled in contract negotiation and target achievement, supported by a strong foundation in revenue, sales, and finance acumen. Proficient in PMS software, CRM systems including Salesforce CRM, and MS Office applications. Committed to delivering outstanding service while continuously seeking opportunities for professional growth within the hospitality industry.
Overview
8
8
years of professional experience
2022
2022
years of post-secondary education
Work history
GC&E Sales Manager
Hilton Riyadh Hotel and Residences
Riyadh, Saudi Arabia
2026.01 - Current
- Generated new business through corporate clients, event planners, travel agencies, and MICE segments.
- Negotiated contracts and pricing for large-scale events, conferences, weddings, and corporate meetings.
- Built and maintained long-term relationships with key clients and event organizers to ensure repeat business.
- Coordinated with operations, banquet, and catering teams to deliver seamless event execution.
- Managed RFPs, proposals, and client presentations to secure high-value group bookings.
- Oversaw event planning timelines, room blocks, and banquet requirements to meet client expectations.
- Monitored sales targets, revenue performance, and conversion rates using CRM and sales reporting tools.
GC&E Sales Executive
Hilton Riyadh Hotel and Residences
Riyadh, Saudi Arabia
2025.01 - 2026.01
- Managed end-to-end sales processes for group bookings, conferences, and events, driving revenue growth and client satisfaction.
- Built and maintained strong relationships with corporate clients, event planners, and travel partners to secure repeat business.
- Prepared detailed proposals, quotations, and contracts aligned with brand standards and client requirements.
- Collaborated with operations, catering, and banquet teams to ensure seamless event delivery and customer experience.
- Conducted site inspections and product presentations to convert leads into confirmed bookings.
- Consistently achieved or exceeded monthly and quarterly revenue targets for group and event segments.
Reservations supervisor
Hilton Riyadh Hotel and Residences
Riyadh , Saudi Arabia
2024.07 - 2025.01
- Dealt with high-volume calls and emails competently to meet service targets.
- Conducted calls professionally and politely to maintain excellent service standards.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Assigned training exercises and skill assessments to newly hired employees.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Supported team by demonstrating respect and willingness to help.
- Contacted customers to arrange or collect payments.
Reservations Agent
Hilton Riyadh Hotel and Residences
Riyadh, Saudi Arabia
2023.10 - 2024.07
- Assisted customers in making decisions on travel plans based on budgets and needs
- Communicated with hotels and other operators to determine availability for customer required dates
- Provided excellent customer service by going the extra mile to solve reservation issues and complaints
- Managed customer bookings and reservations using various CRS platforms, including ONQ system.
Reservation Agent
Shangri-La Hotel
Jeddah
2022.10 - 2023.10
- Responsible for providing the most efficient and courteous hotel reservations service
- Attend to telephone enquiries and follow up on guests' requests
- Promotes Rooms / F&B promotions to guests
- Perform other duties and responsibilities as assigned by the supervisors
- Responsible of creating rate codes and group blocks, Managing the extranet
- Trained staff in delivering first-class service for exceptional customer feedback
- Managed and independently resolved customer issues and complaints
- Employed clever upselling techniques to increase holiday price by communicating holiday extras, deals and packages to customers
- Processed customer transactions through OPERA and provided documentation, booking confirmations and receipts
- Helped clients select perfect holiday based on needs, budget and specifications.
Cluster Reservation Agent
Fairmont Clock Tower
Makkah
2022.02 - 2022.10
- Received incoming reservations enquiries and updated existing bookings in line with established policies and procedures
- Applied company selling strategy across all reservations systems, managing availability of room types and locations
- Booked and managed hotel reservations, employing company policies to handle cancellations and complaints
- Responding to guests' OTAs' emails
- Charging online reservation and handling POS reconciliation
- Handling guest's complaints
- Addressed overbooking on specific room types, working with customers to adjust accommodations.
Operation & Administration - Internship
Hilton Makkah Suites
Makkah
2021.01 - 2021.03
- Responsible to meet and greet guests in the lobby and restaurants
- Assigning guests' rooms and room inspection
- Send VIP amenities and welcoming letters and emails
- Hosting guest's during breakfast and facilitate their requests
- Observe the opening for breakfast buffet.
Front Desk Agent- Training
Conrad Makkah - Hilton
Makkah
2018.06 - 2018.08
- Responsible for welcoming guests upon arrival
- Assigning guests' rooms according to preferences on guest's profile
- Update guests' profile and enroll them in the membership loyalty program
- Check-in and check-out guests
- Handling guest's payment
- Handling guest's complaints.
Guest Relation Agent - Training
Conrad Makkah - Hilton
2018.06 - 2018.08
- Responsible for welcoming guests
- Creating a positive guests experience by communicating with guests through courtesy calls
- Assigning members rooms and preparing their rooms according to their special requests and preferences
- Prepare their registration cards and keys before arrival
- Meeting guests at the arrival and escorting them to the rooms
- Following up with their airport pick up
- Sending the pre-arrival welcoming email.
Guests Service Agent - Training
Conrad Makkah - Hilton
2018.06 - 2018.08
- Responsible for answering guests' internal and external calls
- Attending guests request and following up with other department to ensure guests calls are attended
- Following up with guests' request to ensure they are delivered on time and ensure guests' satisfaction
- Following up with wake-up calls request
- Recording guest's preferences and conducting courtesy calls and follow up calls.
Education
Bachelor's degree - Business Tourism and Hospitality
Umm Al Qura University
MakkahSkills
- Reservation management
- Guest service oriented
- Luxury service experience
- Communication skills
- Hospitality
- Detailed oriented
- Revenue / Sales / Finance acumen experience
- Booking coordination
- Tourist attraction expertise
- Complaint management
- Following up skills
- Multi-tasking skills
- MS office skills
- Flexibility
- Upselling, cross selling skills
- PMS software
- Mail management
- Target achievement
- Contract negotiation
- CRM software expertise
- Salesforce CRM
Courses
- Planning MG Tend Budget Preparation Corporates.
- Professional Financial Analysis
- Effective Planning Workshop
- Self-confidences & Relationship Building workshop.
- Leadership Essentials
- Human Resources Management
- Managing Your Career
- Connecting you
- Leadership skills
- Food safety management (SFS)
- Global fire and life safety
- Cyber security
- Global security
- Prevention of discrimination in the workplace
- Enhance the customer experience
- Career Management
- Crisis Management
- Time Management
Languages
Arabic
Native
English
Intermediate
References
References available upon request.
Timeline
GC&E Sales Manager
Hilton Riyadh Hotel and Residences
2026.01 - Current
GC&E Sales Executive
Hilton Riyadh Hotel and Residences
2025.01 - 2026.01
Reservations supervisor
Hilton Riyadh Hotel and Residences
2024.07 - 2025.01
Reservations Agent
Hilton Riyadh Hotel and Residences
2023.10 - 2024.07
Reservation Agent
Shangri-La Hotel
2022.10 - 2023.10
Cluster Reservation Agent
Fairmont Clock Tower
2022.02 - 2022.10
Operation & Administration - Internship
Hilton Makkah Suites
2021.01 - 2021.03
Front Desk Agent- Training
Conrad Makkah - Hilton
2018.06 - 2018.08
Guest Relation Agent - Training
Conrad Makkah - Hilton
2018.06 - 2018.08
Guests Service Agent - Training
Conrad Makkah - Hilton
2018.06 - 2018.08
Bachelor's degree - Business Tourism and Hospitality
Umm Al Qura University