Cluster Reservations Supervisor

InterContinental; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Reservations Supervisor to enhance guest experiences and drive revenue. This role involves leading a motivated team, ensuring seamless reservation processes, and addressing guest inquiries promptly. With a focus on performance metrics and operational excellence, you will play a key role in promoting the hotel’s offerings and ensuring high standards of service. If you thrive in a dynamic environment and have a passion for hospitality, this opportunity is perfect for you.

Qualifications

• 2+ years in hotel reservations with supervisory experience.
• Ability to lead and motivate team members effectively.

Responsibilities

• Conduct shift briefings for clear communication of hotel activities.
• Ensure efficient completion of daily checklist tasks and monitor KPIs.

Skills

Hotel Reservations Experience

Supervisory Skills

Microsoft Office

Multilingual Proficiency

Team Leadership

Customer Service

Education

Secondary Education

Bachelor's Degree (Desired)

Job description

• Conduct shift briefings to ensure all hotel activities and operational requirements are communicated clearly.
• Ensure all tasks on the daily checklist are completed efficiently and promptly, including but not limited to reports, no-shows/cancellation processing, and spot checks.
• Ensure Sales Agents accurately record and process reservations made via phone or email, as well as amendments to existing reservations.
• Promptly attend to all guest inquiries and complaints within 24 hours, ensuring solutions support a positive guest experience and contribute to revenue generation and retention ( Concerto Cases + Glitch).
• Keep the team motivated to perform at their highest individual levels of performance.
• Ensure Sales Agents promote InterContinental, Crowne Plaza, InterContinental Residence Suites, and Holiday Inn & Suites products and services, including rooms and restaurants, by using up-selling, cross-selling, and suggestive selling techniques through coaching.
• Monitor daily upgrades to prevent any loss of revenue.
• Record the team s Key Performance Indicators (KPIs).
• Monitor inventory overrides on a daily basis to avoid overbookings.
• Perform arrival checks, including 24-hour arrival checks and reservations made the previous day.
• Balance the OXI system to prevent glitches in reservations or inventory.
• Monitor and prepare daily rate changes.
• Prepare and execute action plans aimed at increasing reservation sales and associated business.
• Manage no-show reservations by investigating and recording them accordingly.

What we need from you:

• Minimum 2 years of hotel reservations experience.
• Minimum 1 year experience in supervisory role.
• Minimum secondary education completed. Desired Bachelors.
• Intermediate knowledge of Microsoft Office
• Advanced in writing and speaking English
• Multilingual proficiency is preferred.
• Ability to work both independently and within a team environment.
• Ability to lead and motivate team members.

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