Reservations Manager
1 week ago
An ideal candidate must have at least 3 years of experience in a reservations role, preferably within a luxury hotel environment, and possess a strong understanding of hotel management system (HMS). They should demonstrate excellent leadership skills, with the ability to manage a team effectively, maximize revenue, and enhance guests satisfaction.
A background in hospitality or business management is preferred, along with the ability to analyze market trends, contribute to revenue strategies, and ensure the seamless operation of the reservations department. Strong communication and organizational skills are essential.
Responsibilities
- General:
- Understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
- Comply with the MOHG Code of Conduct, ensuring all business activities and decisions meet legal and regulatory requirements.
- Support all aspects of the Mandarin Oriental Jumeira, Dubai Human Resources Strategic Policy.
- Support all learning and development activities.
- Managerial Duties:
- Manage team and inventory to maximize revenues and guide the team to achieve goals.
- Maintain and improve reservations operations to ensure high accuracy in guest reservations, maximizing revenue opportunities and guest satisfaction.
- Ensure audited results meet standards required in LQE, MOQA, and Forbes.
- Supervise daily tracking of no-show and cancellation reservations, and daily arrivals.
- Check daily arrivals to ensure all necessary billing instructions are applied to reservations.
- Develop team members effectively, fostering a culture of high-quality standards for customer service and productivity.
- Departmental Duties:
- Control rooms inventory including allocation and reservations to maximize yield.
- Ensure all requests are handled by the team within the company set time frame.
- Ensure colleagues have current knowledge for all relevant processes, policies, and promotions.
- Customer Focus:
- Deliver service excellence throughout each customer experience.
- Build strong relationships with customers, guests, and colleagues to understand their needs.
- Handle guest complaints and disputes effectively.
- Colleague Relations:
- Develop and maintain a departmental orientation program for new hires.
- Manage team performance through development plans, monitoring progress monthly.
- Administrative Duties:
- Prepare weekly and monthly forecasts in the absence of the Revenue Manager.
- Maintain booking systems to achieve optimal results and liaise with the Marketing team for updates.
- Complete and analyze month-end reports in conjunction with the Revenue Manager.
- Additional Duties:
- Conduct site visits as required by hotel operations.
- Participate in client entertainment with the Sales Department as required.
- Join sales calls with the team as required.
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