Reservations Supervisor

7 months ago

Dubai, United Arab Emirates FIVE Hotels and Resorts Full time

**An Exhilarating Opportunity**

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Revenue and Reservations Team as a Reservations Supervisor will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights

**What We’re Looking For**
- Previous experience of 3-4 years in a Luxury Hotel environment in a similar role, is a plus.
- Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
- Previous Call Centre experience and knowledge of Genesys will be Advantageous, demonstrating a Strong Commitment to Luxury Service Standards.
- A Welcoming and Enthusiastic Energy that elevates the ‘Vibe at FIVE.’
- Exceptional Organisational Skills and a Passion for delivering ‘FIVE-Star’ Guest Experiences.
- A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
- Impeccable communication skills, both verbal and written, with fluent, accent-neutral English required (proficiency in additional languages is a plus).
- Exceptional skills in Improving Customer and Stakeholder Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
- 'FIVE-Styled’ Visionary thinking by finding creative solutions and superior Problem-Solving skills, while taking Ownership for all duties and tasks assigned.
- Strong familiarity with the Dubai market is Highly Advantageous.
- Next-Level Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
- Provides coaching to Staff to enhance Service Performance.
- Targets an attainment of 85% or higher on Mystery Shopper evaluations.
- A hands-on attitude, fuelled by a ‘Can-Do’ Spirit.

**Key Responsibilities**
- Oversees the day-to-day Operations of the Reservations Department, orchestrating an Efficient handling of Guest Enquiries, bookings, and modifications to Uphold a Flawless reservation process.
- Assists in managing, training, and developing the Reservations Team, inspiring Continuous Growth and Skill Enhancement.
- Drives the FIVE Tribe towards achieving daily and monthly targets for Revenue and Occupancy, fostering a culture of Excellence and Achievement.
- Ensures bookings are secured with appropriate guarantees and that no-show or cancellation charges are applied as necessary, aligning with FIVE’s Reservations Policies to maximise Guest satisfaction.
- Conducts detailed checks for Guest arrivals 72 hours and 24 hours in advance, ensuring a Seamless and Bespoke service experience.
- Regularly monitors Guest satisfaction, Proactively resolving any issues to secure future business and Enhance Guest loyalty.
- Ensures all Guest interactions are handled with Bespoke care and Professionalism, maintaining Rigorous service level Standards across the Department.
- Develops Tribe Members comprehensively, ensuring they possess an In-Depth understanding of FIVE’s facilities and processes, and cultivate High Standards in relationship building, customer service, and advanced selling techniques.
- Monitors the standards and performance of the Reservations Team with an emphasis on Training and Teamwork as fundamental elements of Success.
- Analyses seasonal and historical data to Maximise occupancy and average room rates, ensuring FIVE operates at Peak Performance.
- Conducts audits of calls and Monitors Team Performance to ensure adherence to Call Quality Standards, reflecting FIVE’s commitment to Exceptional Communication.
- Executes detailed reporting and data analysis to discern Trends, informing Strategic Decisions and Operational Adjustments.
- Champions Continuous Improvement in Reservation processes and procedures, implementing Best Practices and leveraging Cutting-Edge technology to enhance Operational Efficiency and streamline Guest interactions.
- Utilises problem-solving skills and coaching techniques to navigate challenging situations, ensuring G

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