Cluster Reservations Supervisor - Reservations - InterContinental Hotels Group® Dubai Festival City

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

Job summary

An established industry player in hospitality is seeking a passionate Cluster Reservations Supervisor to lead a dynamic team at a prestigious location in Dubai. This role offers a unique opportunity to enhance guest experiences while managing reservations and ensuring operational excellence. You'll be part of a vibrant team that values diversity and encourages personal growth. With a commitment to wellbeing and a supportive environment, this position promises not only professional development but also the chance to make a meaningful impact within a global family. If you thrive in a fast-paced, customer-focused setting, this is the perfect opportunity for you.

Benefits

Room Discounts

Comprehensive Training Programs

Health and Wellbeing Support

Collaborative Work Environment

Qualifications

• At least 2 years in hotel reservations and 1 year in a supervisory role.
• Intermediate knowledge of Microsoft Office and strong English skills.

Responsibilities

• Conduct shift briefings and ensure clear communication of operational requirements.
• Monitor daily upgrades and manage 'no-show' reservations effectively.

Skills

Hotel Reservations Experience

Team Leadership

Customer Service

Multilingual Proficiency

Microsoft Office

Communication Skills

Education

Secondary Education

Bachelor's Degree (Preferred)

Job description

Cluster Reservations Supervisor - Reservations - InterContinental Hotels Group Dubai Festival City

Do you see yourself as a Cluster Reservations Supervisor for InterContinental Hotels Group at Dubai Festival City?

What’s your passion? Whether you're into triathlons, exploring new restaurants, or dancing the tango, at IHG, we're interested in you. We love people who apply the same amount of passion and precision to their jobs as they do to their hobbies.

Imagine working for a company that gives you Room to Be Yourself. Our commitment to our people is to deliver Room to Belong, to learn and grow, to perform, to be recognized and rewarded, to be involved, and to take the initiative and lead.

The InterContinental Hotels Group at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's experience an enjoyable one. We value the passion and enthusiasm of our colleagues and encourage you to share your passion when you work with us.

A little taste of your day-to-day:

• 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.

What you can expect from us:

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.