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Reservations Service Center Supervisor

3 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Rosewood Abu Dhabi Full time

  • Maintain full understanding and adhere to all department policies, service procedures, and standards.
  • Ensure that exceptional standards are consistently upheld.
  • Proactively anticipate guests' needs, promptly respond, and acknowledge all guests, regardless of how busy or the time of the day.
  • Address guest concerns effectively to guarantee their satisfaction.

Key Responsibilities:
a. All hotel services and facilities, operational hours.
b. Guest room configurations, bed types, decor, amenities, and positions.
c. Daily room availability status.
d. Blackout dates, rates, and room categories.
e. Various room rates, packages, and promotional offers.
f. Specific agreements with travel agencies and corporate reservations center.
g. Upcoming entertainment and special events in the hotel.

  • Handle accommodation inquiries following the Rosewood Brand's Standards and LQA guidelines.
  • Manage and optimize room inventory based on guidelines from the Revenue Team.
  • Accurately input guest profile details, rate codes, market codes, etc., into Opera PMS to ensure precise data for analysis.
  • Generate and dispatch reservation confirmations to bookers promptly.
  • Issue payment links to clients according to reservation payment and guarantee policies.
  • Coordinate with relevant departments regarding reservation specifics and special requests, especially those needing advance arrangements.
  • Apply Revenue Management principles to reservations tasks to enhance revenue optimization and maximize profitability.
  • Process credit card payments for prepaid, non-refundable Direct Reservations and record transactions in Opera PMS.
  • Cross-verify all system bookings with corresponding documentation to ensure accuracy of details.
  • Participate in Arrival Review meetings with Operational Departments to relay necessary information and ensure team members comprehend reservation specifics, especially SAG-level bookings.
  • Regularly review commissions and collaborate with the Finance Team to ensure accurate reporting of commission amounts for each eligible reservation.
  • Supervise, mentor, and deliver relevant guidance/training to team members.
  • Handle all inbound calls, internal and external, following Rosewood Brand's Standards and LQA telephone protocols.
  • Assist in addressing telephone equipment or service issues and complaints as needed.
  • Manage additional assignments as delegated by the Director of Revenue or Reservations Service Center Assistant Manager.
  • Fulfill any other duties as assigned.