Reservation Manager

AccorHotel; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player seeks a Reservations Manager to lead the hotel's reservations department. This pivotal role involves overseeing daily operations, maximizing guest satisfaction, and developing strategies to enhance revenue. The ideal candidate will possess strong communication and problem-solving skills, with a background in tourism and hotel management. Join a dynamic team that values heartfelt hospitality and provides a luxurious experience on Saadiyat Island, overlooking the Arabian Gulf. If you are passionate about delivering exceptional service and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Experience in a similar position with strong management skills.
• Ability to focus on guest needs and deliver exceptional service.
• Dynamic and willing to learn with good sales and presentation skills.

Responsibilities

• Oversee daily operations of the reservations department.
• Handle complex guest inquiries and maximize satisfaction.
• Develop strategies to optimize room revenue and occupancy.

Skills

Communication Skills

Problem-Solving Abilities

Interpersonal Skills

Sales Skills

Analytical Skills

Education

Higher Education in Tourism and Hotel Management

Tools

Microsoft Windows Programs

Job description

Reservations Manager Job Description

The Reservations Manager oversees and manages the daily operations of the hotel's reservations department, ensuring smooth and efficient processes.

Responsibilities include:

1. Developing and maintaining the department schedule to ensure appropriate coverage, minimize call loss, and maximize bookings.
2. Supervising and training reservations staff, providing guidance and ongoing performance feedback.
3. Handling complex guest inquiries, resolving issues, and maximizing guest satisfaction without revenue loss.
4. Ensuring exceptional customer service by promptly responding to inquiries, requests, and complaints.
5. Collaborating with other hotel departments to ensure seamless guest experiences and effective communication.
6. Maintaining positive relationships with guests, travel agents, corporate clients, and stakeholders.
7. Anticipating guest needs and personalizing services to enhance their experience.
8. Managing reservation changes, cancellations, and special requests professionally and efficiently.
9. Generating regular reports on reservation statistics, occupancy, and revenue performance.
10. Fostering a positive, collaborative work environment within the reservations team.
11. Coordinating with other departments such as front office, sales, and marketing to ensure operational efficiency.
12. Conducting regular team meetings to communicate updates, goals, and performance expectations.
13. Conducting annual reviews and recommending succession plans for employee development to ensure department sustainability.
14. Monitoring reservation and revenue systems to ensure accurate availability, rates, and inventory across channels.
15. Developing action plans to meet daily, monthly, and yearly KPIs.
16. Completing forecasting for rooms to project demand and bookings for groups and transient guests, short and long term.
17. Maintaining records related to market segments, pace numbers, forecasts, and other data.
18. Updating stay restrictions and rate changes reflecting the hotel's selling strategy based on market demand.
19. Recording competitive set pricing and yield strategies, analyzing market opportunities.
20. Ensuring timely handling and resolution of rate leakages, utilizing Fornova system for connected partners.
21. Developing and implementing strategies to optimize room revenue and occupancy levels.
22. Analyzing market trends, competitor pricing, and demand patterns in collaboration with the Cluster Director of Revenue Management.
23. Monitoring and adjusting room rates based on market conditions and demand fluctuations.
24. Ensuring rate plans are correctly indexed, loaded, and distributed to all channels.
25. Using revenue management tools and systems to forecast demand and maximize revenue potential.
26. Analyzing data to identify trends, opportunities, and areas for improvement, providing insights and recommendations to management.
27. Evaluating group rates for high-demand exhibitions.
28. Preparing weekly RevMax meetings and coordinating with departments for slide completion.

Qualifications:

• Higher education in tourism and hotel management.
• Good command of English.
• Experience in a similar position.
• Knowledge of Microsoft Windows programs.
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible and reliable.
• Ability to focus on guest needs, remaining calm and courteous.
• Professional telephone etiquette and excellent command of communication.
• Strong team player capable of working independently in a fast-paced environment.
• Dynamic, willing to learn, with good sales and presentation skills.
• Ability to manage multiple tasks simultaneously.
• Management experience is an advantage.
• Strong analytical, organizational, and creative thinking skills.
• Pre-opening experience is a plus.

Additional Information:

Team and Environment:

• Rixos Premium Saadiyat Island offers a luxurious, exclusive resort experience on Saadiyat Island, overlooking the Arabian Gulf.
• Our team embodies the Heartist philosophy, delivering heartfelt hospitality and engaging with guests and colleagues personally and meaningfully.

Are you ready to put your heart at the center of your work? Join our team of Heartists and be part of a professional, enthusiastic, and rewarding environment.

Remote Work: No

Employment Type: Full-time