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Luxury Hotel Reservation Manager

2 months ago

Dubai, Dubai, United Arab Emirates Black Pearl Consult Full time

Job Summary:

We are seeking a highly skilled and motivated Reservation Manager to join our team at Black Pearl Consult and elevate our reservation operations.

About the Role:

The Reservation Manager will oversee and manage all aspects of the hotel's reservation department, ensuring seamless booking processes and outstanding customer service. You will lead a team of reservation agents, implement effective reservation strategies, and contribute to maximizing room occupancy and revenue.

Key Responsibilities:

  • Reservation Management:
    • Oversee the daily operations of the reservation department, ensuring efficient and accurate handling of all reservations and inquiries.
    • Develop and implement reservation policies, procedures, and best practices to enhance service quality and operational efficiency.
  • Team Leadership:
    • Lead, train, and mentor the reservation team to achieve high levels of performance and customer satisfaction.
    • Conduct regular performance reviews, provide feedback, and address any team-related issues or challenges.
  • Guest Experience:
    • Ensure a high standard of service for guests by managing reservation requests, special requests, and any booking-related concerns.
    • Handle and resolve guest complaints or issues related to reservations in a professional and timely manner.
  • Revenue Management:
    • Collaborate with the revenue management team to optimize room rates, availability, and occupancy levels.
    • Monitor booking trends and patterns to identify opportunities for revenue growth and adjust strategies accordingly.
  • System Management:
    • Oversee the use of the hotel's reservation system, ensuring data accuracy and system efficiency.
    • Ensure integration with distribution channels and online booking platforms, managing inventory and rates effectively.
  • Reporting and Analysis:
    • Prepare and analyze reservation reports, booking statistics, and performance metrics to provide insights and recommendations for improvement.
    • Track and report on reservation trends, occupancy forecasts, and market conditions.
  • Collaboration:
    • Work closely with other departments, including Front Office, Sales, and Marketing, to ensure cohesive operations and guest satisfaction.
    • Coordinate with the sales team on group bookings, corporate accounts, and special events.

Requirements:

  • Proven experience as a Reservation Manager or in a similar role within a luxury hotel or high-end hospitality setting.
  • Minimum of 5 years of experience in a 3- to 5-star hotel.
  • Strong leadership skills with a demonstrated ability to manage and motivate a team.
  • Excellent interpersonal and communication skills with a focus on delivering exceptional guest service.
  • Proficiency in reservation and property management systems (e.g., Opera, Amadeus, etc.).
  • Solid understanding of revenue management principles and strategies.
  • Analytical skills with the ability to interpret data and generate actionable insights.
  • A degree in Hospitality Management, Business Administration, or a related field is preferred.
  • Fluent in English; proficiency in additional languages is advantageous.