Odai Sairafi
Cluster Reservations Manager - KSA
Jeddah
Summary
Dynamic Cluster Reservations Manager with extensive experience at Hilton, excelling in customer satisfaction and reservations management. Proven track record of enhancing revenue through strategic pricing and effective team training. Adept at complex problem-solving and issue resolution, consistently achieving targets while fostering strong client relationships.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Cluster Reservations Manager - KSA
Choice Hotels
10.2022 - Current
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Monitored inventory levels across multiple booking channels, preventing overbooking incidents and maximizing room revenue opportunities.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Collaborated with sales and marketing teams to optimize revenue through strategic pricing strategies.
Cluster Assistant Reservations Manager
Hilton
03.2021 - 09.2022
- Improved response times for customer inquiries by developing a standardized email template system that addressed common questions quickly while still maintaining personalization where necessary.
- Coordinated closely with front office operations, ensuring smooth check-in experiences for all arriving guests.
- Monitored inventory levels, coordinating with housekeeping and maintenance departments to ensure seamless guest experiences.
- Enhanced customer satisfaction by efficiently managing and processing reservation requests.
- Resolved guest issues promptly, maintaining strong relationships with clients and garnering positive feedback.
- Generated and reported performance metrics to management to inform decision-making.
- Defined clear targets and objectives and communicated to other team members.
Cluster Reservations Supervisor
Hilton
03.2019 - 03.2021
- Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
- Assisted in budget preparation and expense management for the reservations department, supporting fiscal responsibility initiatives within the organization.
- Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
- Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.
- Reduced wait times by optimizing scheduling and staffing levels during peak periods.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
- Enhanced communication between reservations team members by implementing regular meetings and updates.
- Streamlined reservation processes for increased accuracy and reduced booking errors.
Group Reservations Coordinator
Hilton
01.2017 - 01.2019
- Managed billing inquiries efficiently to maintain client trust and prevent discrepancies in the invoicing process.
- Trained new team members on best practices in group reservations management, enhancing overall team performance.
- Streamlined group reservation processes by implementing an efficient booking system.
- Managed high-volume reservation requests for multiple events, ensuring seamless execution.
Reservation Agent
Hilton
02.2015 - 01.2017
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Salesperson
Etihad Etisalat KSA - Mobily
11.2014 - 02.2015
- Worked to build relationships with customers and built potential for additional sales.
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
Secretary to the General Manager
Saeed AL-Abdulla Trade Company
10.2012 - 08.2014
- Facilitated productive meetings by preparing agendas, taking minutes, and following up on action items assigned to attendees.
- Proactively anticipated the General Manager''s needs and provided timely assistance, ensuring their focus remained on high-priority tasks.
- Organized events and conferences, ensuring successful execution through meticulous planning and coordination efforts.
Education
Bachelor of Science - Administrative And Financial Sciences
Saudi Electronic University
Jeddah 04.2001 -
Skills
Customer service
Customer satisfaction
Hotel management
Team Training
Issue resolution
Report generation
Reservations management
Complex Problem-solving
Time management
Certification
Swiss Global Certificate in Hospitality Operations
Timeline
Revenue Management
12-2024
Cluster Reservations Manager - KSA
Choice Hotels
10.2022 - Current
Swiss Global Certificate in Hospitality Operations
02-2022
Cluster Assistant Reservations Manager
Hilton
03.2021 - 09.2022
Cluster Reservations Supervisor
Hilton
03.2019 - 03.2021
Group Reservations Coordinator
Hilton
01.2017 - 01.2019
Reservation Agent
Hilton
02.2015 - 01.2017
Salesperson
Etihad Etisalat KSA - Mobily
11.2014 - 02.2015
Secretary to the General Manager
Saeed AL-Abdulla Trade Company
10.2012 - 08.2014
Bachelor of Science - Administrative And Financial Sciences
Saudi Electronic University
04.2001 -