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Reservations Supervisor

2 months ago

Dubai, Dubai, United Arab Emirates Accor Hotels Full time
Job Summary

We are seeking a highly skilled and experienced Reservations Supervisor to join our team at Accor Hotels. As a key member of our hotel operations team, you will be responsible for overseeing the day-to-day activities of the Reservations office, ensuring exceptional results in Guest, Colleague, and Owner/Investor goals and outcomes.

Key Responsibilities
  1. Leadership and Supervision

Provide guidance, training, and direction to Reservations Staff, including scheduling, performance management, and department planning, in collaboration with the Reservations Manager.

Operational Excellence

Ensure adherence to department standards and policies, making recommendations as necessary to achieve overall performance goals.

Reporting and Analysis

Assist in preparing daily, weekly, and monthly reports to track key performance indicators and identify areas for improvement.

Revenue Management

Understand and apply Revenue Management strategies, including sell levels and sell-directed rates, to optimize hotel inventory sales.

Training and Development

Coach agents in areas of up-selling, cross-selling, and ongoing skill set knowledge and call management, promoting a professional and helpful approach.

Employee Relations

Lead by example in fostering positive employee relations and demonstrating core values, ensuring a positive and inclusive work environment.

Guest Experience

Ensure accurate and individualized information is provided to guests, meeting their needs and exceeding expectations.

Operational Efficiency

Monitor day-to-day operations to optimize call volumes, administrative duties, and productivity, ensuring seamless shift changes and proper handovers.

Health and Safety

Adhere to the hotel's Health and Safety policies, ensuring a safe and secure work environment.

Training and Development

Develop and maintain a comprehensive training manual for Reservations, ensuring all staff are equipped with the necessary skills and knowledge.

Equipment Maintenance

Report any equipment failures or problems to the Maintenance Department, ensuring prompt resolution and minimizing downtime.

Requirements
  1. Education

Diploma from a reputable School for Tourism and Hotel Management.

Experience

Minimum 1-2 years of experience in guest services or tele-marketing, preferably in a luxury hospitality environment.