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Reservations Supervisor

2 months ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23084127

**Job Category** Reservations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

**JOB SUMMARY**

The Reservations Supervisor is responsible in overseeing the Reservations Team and all reservation related operations for Le Meridien Al Aqah Beach Resort Fujairah and Al Maha, a Luxury Collection Desert Resort and Spa. Manage customer calls and inquiries pertaining to room reservations in a standardized and professional manner according to Marriott policy and procedures, with a focus on revenue maximization and quality.

**SCOPE / BUSINESS CONTEXT**
- A Full Time position based at JW Marriott Marquis Dubai
- Number of Direct Reports - 0
- Titles of Direct Reports - Not applicable

**CANDIDATE PROFILE**

**Experience**:

- Minimum of 2-year experience of a similar position within a five star hotel

**Skills and Knowledge**

Telephone etiquette

Knowledge of Marsha and Opera

Strong communication skills (verbal, listening, writing)

Strong problem-solving skills

Strong customer and associate relation skills

Strong presentation and platform skills

Strong organization skills

Strong “Closing skills”

Strong “persuasion” skills

Effective decision-making skills

**Education or Certification**

College degree Preferred; 4-year experience in reservations

**SPECIFIC DUTIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_

**BUSINESS RESULTS**

**Reservations Technical Expertise**

1)Verify all reservation information with callers to ensure accuracy.

2)Accommodate and document special requests in an accurate and efficient manner.

4)Determine the most appropriate room type to meet guest requirements and maximize room rate.

5)Explain guarantee and cancellation policies to callers.

6)Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.

7)Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).

8)Describe room accommodations and benefit feature sale amenities to guests.

9)Communicate information regarding designated VIP reservations, including VIP name, company, and title to management and operations team.

10)Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

11)Identify repeat guests using appropriate codes.

12)Follow “up selling” techniques and sales strategies to maximize revenue.

13)Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and N numbers (i.e., flags, comments, guest messages).

14)Process all reservation requests, changes, and cancellations received by phone, fax, or mail.

15)Verify availability of room type, rate, and occupancy before confirming any reservations.

16)Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).

17)Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

18)Ensure Stars, Virtuoso and AMEX F+R bookings are replied to in a timely manner, benefits are communicated to the travel agent and guests are flagged as VIP in the system at the time of bookings.

19)Document information for manual reservations on designated forms and enter information into the reservation system.

20)Respond to any challenges in accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

21)Oversee accuracy of room blocks and reservations.

22)Remove group room blocks from general inventory by entering information into reservation system (MARSHA, OPERA).

23)Communicate with Sales and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.

24)Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to accounting policies.

**Revenue Management**

1) Loading of wholesale rates in HPP

2) Creation of rate codes in Opera

3) Updating STR figures

**Reservation Training**

1)Communicate and instill company values and/or culture to new employees.

2)Coach reservations agents on developmental areas on a regular basis

3)Review and implement new Reservations procedures.

4)Assist

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