Team Leader, Reservations

7 days ago

Dubai, Dubai, United Arab Emirates Kerzner International Full time
Team Leader, Reservations, Arabic Speaker

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.

Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai's endless dunes and rich culture.

About The Role

Ensure full understanding of the business strategy and positioning of the RARE Finds brand and can effectively articulate this positioning in the marketplace. This is the responsibility of ALL sales and marketing professionals, regardless of their responsibility level.
Mainly oversee the hotel's reservation operations, guaranteeing the processing of all reservations in a manner that is both professional and efficient, as well as ensuring a positive experience. Direct and coordinate the actions of reservation colleagues, offering expertise in both reservations and customer service.

Key Duties and Responsibilities

1. Serve as a primary point of contact for reservation agents seeking technical support or guidance in delivering exceptional customer satisfaction.
2. Supervise the room reservation process to maintain precision and compliance with established protocols.
3. Respond to guest inquiries related to hotel amenities, guest check-in, local attractions, dining options, entertainment, and travel directions.
4. Oversee and manage the systems implemented within the reservations department to guarantee precise call handling and monitoring.
5. Maintain a neat and well-organized workspace to ensure efficiency in daily operations.
6. Participate in all scheduled meetings as required by the Head of Department.
7. Monitor reservation requests and bookings to guarantee room availability and accurate guest information.
8. Assign daily tasks and responsibilities to the team members, ensuring an equitable distribution of workload.
9. Handle escalated guest inquiries, concerns, and reservation issues with professionalism and empathy.
10. Assist reservation agents in resolving complex guest situations to ensure guest satisfaction.
11. Review reservations for accuracy, completeness, and compliance with special requests or preferences and ensure that all preferences are updated in SAGA.
12. Lead and attend Reservation daily briefings.
13. Conduct training sessions for reservation agents on reservation systems, policies, and guest service.
14. Coordinate with other departments, such as Front Office, Sales, and Housekeeping, to ensure seamless guest experiences.
15. Communicate effectively with relevant teams regarding special requests, new promotions, VIP guests, and group reservations.
16. Ensure Reservation Excellence Modules are implemented during reservation daily operation.
17. Encourage reservation agents to identify upselling opportunities and promote additional services.
18. Ensure to monitor No show & cancellations on OTAs extranet on daily basis to avoid any unwanted commission.
19. Monitor and verify that the correct rates, packages, and promotions are applied to reservations on daily operation and during Next day arrival check.
20. Ensure that room availability and allocations are accurately managed to prevent overbooking and optimize occupancy.
21. Monitor and address any special handling instructions or requirements for VIP guests and group reservations.
22. Provide ongoing coaching and guidance to support colleague's professional growth.
23. Address escalated reservation issues and guest complaints with a proactive and solution-oriented approach.
24. Ensure that challenging situations are resolved in a manner that preserves guest satisfaction and the hotel's reputation.
25. Collaborate with the Reservations Manager and relevant departments to identify process improvement opportunities based on quality checks and guest feedback.
26. Monitor guest feedback related to reservations and take action to address any areas of concern.
27. Perform internal audit calls for LQA (Leading Quality Assurance) evaluations for reservation colleagues.
28. Ensure daily quality check reports are completed and daily checklist is actioned by Reservations colleagues in a timely manner (such as Reservations entered on by, SynXis New, Modified & cancelled report, Family Room new bookings Report, etc...)
29. Understand and enforce hotel and company credit policies and ensure proper billing instructions, routing instructions, and payment methods are applied to the reservations.
30. Ensure guest profiles are as per hotel standards and merge the duplicate profiles regularly.
31. Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service at all times.
32. Verify if reservation confirmation letters are sent for all processed bookings within the stipulated time.
33. Handles any request for amenities or transportation promptly and accurately. Details are shared with the concerned department or third party accurately.
34. Assign incoming emails to reservation colleagues and monitor the timely handling of inquiries as per Reservations KPIs.
35. Respond to guest messages received via extranet platforms promptly and professionally.
36. Conduct day-to-day reservation tasks with a focus on accuracy and efficiency.
37. Handle telephone queries related to reservations and take appropriate action.

Experience & Educational Requirements

1. Hotel Management graduate or Reservations operations certification.
2. 1-2 years minimum experience in a similar role in a four- or five-star hotel.
3. Knowledge of reservation and distribution tools.
4. Knowledge of the hospitality sector.
5. Opera/Fidelio Knowledge.
6. Microsoft Office Software applications skills.
7. UAE/GCC local market experience.
8. Excellent Communication Skills.
9. Listen effectively.
10. Communicate clearly and in a friendly way.
11. To solve the issue.
12. Organized and disciplined, dedicated and loyal (essential).
13. Friendly, pleasant, and easy to be around (essential).
14. Work effectively under pressure to meet deadlines (essential).
15. Expertise in written and spoken English (essential).
16. High level of telephone skills (essential).
17. Willing to take personal responsibility for own performance.

Join a team that is warm, caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

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