Cluster Reservations Manager

6 months ago

Dubai, United Arab Emirates AccorHotel Full time

**Company Description**
"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

Reporting to the Cluster Director of Revenue, responsibilities and essential job functions include but are not limited to the following:
**Main Duties**:

- To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed.
- To ensure a proper teamwork and supervise the reservation and telephone operator section at all times.
- To ensure the all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures.
- To attract guest and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue.
- To recognize potential clients and to transmit information to the sales Department
- To maintain a good commercial relationship with all the bookers: Guest/companies/Agencies.
- To promote the Accor loyalty programs and the hotel promotions.
- To ensure the privacy of the guests and the confidentiality of the information is respected.
- To act as representative of the Management when dealing with guest complaints or if a member of the reservation team is facing difficulties that she/he cannot solve on her/his own
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recoding it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that telephone etiquette is properly used as per Accor standards.
- To ensure a perfect knowledge of room types and rates structure among the reservation team.
- To ensure the accuracy of all booking information entered in the PMS.
- To ensure the Guest History records are accurately maintained and all recurring guest are pre-registered.
- To ensure a perfect knowledge of the hotel configuration and products among the team members.
- To ensure the achievement of Quality tools and yield Management performance with the reservation team.
- To implement and control the Focus and other financial and audit procedures.
- To offer assistance at any time in the operation and monitor, highlight and suggest improvements on any dysfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To implement and follow up daily check lists.
- To assist in securing external guest accommodation should an overbooking occur
- To know the competitors and to gather information about their activities and Sales
- To provide updated reports and statistics to the management and other departments.
- Update availability and rates charts on TARS and other booking systems/channels.
- To prepare forecasts and statistics.
- To maintain database for ATACS follow up.
- To respect schedules, terms and deadlines as agreed with the management.
- To ensure that all team members are aware of the outlet timings and promote the internal activities and events.
- To ensure that all team members are updated with latest administrative, organizational, operational or other changes and news.
- To be updated with the competitors offerings and rates.
- To liaise closely with sales on rate management.
- To conduct a daily line up briefing with the reservation team to recapitulate task and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with reservation team and to review the operational standards and procedures.
- To share daily activity highlights with the Revenue Manager, including internal and external guest opportunities.
- To be an ambassador of the hotel, in and outside the work place.
- To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility.
- To create an atmosphere of high morale and happy working relationship among the staff.
- To conduct staff evaluations and surveys.
- To develop staff motivation and performance through action plans.
- To become involved in staff retention and satisfaction.
- To ensure training and regular “refresher” courses are conducted and attended as scheduled.

**Qualifications**
- Previous customer related experience required
- Previous Property Manager System experience preferred
- Previous Reservation Managerial experience for 2 years is required
- Strong interpersonal and problem solving abilities
- Highly responsible & reliable
- Ability to work well under pressure in a fast paced environment
- Ability to work cohesively as part of a team

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