Reservations Manager

FAIRMONT; Abu Dhabi; On-site; AED 40,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen in der Hotellerie sucht einen dynamischen Reservations Manager, der die täglichen Abläufe der Reservierungsabteilung überwacht und optimiert. In dieser Rolle sind Sie verantwortlich für die Schulung des Teams, die Bearbeitung komplexer Anfragen und die Sicherstellung eines hervorragenden Kundenservice. Sie arbeiten eng mit anderen Abteilungen zusammen, um nahtlose Gästeerlebnisse zu gewährleisten, und entwickeln Strategien zur Maximierung des Umsatzes. Wenn Sie eine Leidenschaft für den Gastservice haben und in einem schnelllebigen Umfeld arbeiten möchten, ist dies die ideale Gelegenheit für Sie.

Qualifications

• Erfahrung in der Leitung eines Reservierungsteams.
• Starke Kommunikations- und Problemlösungsfähigkeiten erforderlich.

Responsibilities

• Überwachung der täglichen Abläufe der Reservierungsabteilung.
• Entwicklung von Strategien zur Optimierung von Zimmerumsatz und Belegungsraten.

Skills

Kommunikationsfähigkeiten

Interpersonelle Fähigkeiten

Problemlösungsfähigkeiten

Verkaufskompetenz

Organisationsfähigkeiten

Analytische Fähigkeiten

Education

Erfahrung in der relevanten Position

Managementerfahrung

Tools

Microsoft Windows

Job description

• Oversee and manage the day-to-day operations of the hotel's reservations department, ensuring smooth and efficient processes.
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings.
• Supervise and train reservations staff, providing guidance, support, and ongoing performance feedback.
• Handle complex guest inquiries, resolve issues, and provide solutions to maximize guest satisfaction without loss in revenues.
• Ensure exceptional customer service by promptly responding to guest inquiries, requests, complaints and ensuring there is not loss of business.
• Collaborate with other hotel departments to ensure seamless guest experiences and effective communication.
• Maintain positive relationships with guests, travel agents, corporate clients, and other stakeholders.
• Anticipate guest needs and personalize service to enhance the guest experience.
• Handle reservation changes, cancellations, and special requests in a professional and efficient manner.
• Generate regular reports on reservation statistics, occupancy, and revenue performance.
• Foster a positive and collaborative work environment within the reservations department.
• Coordinate with other hotel departments, such as front office, sales, and marketing, to ensure seamless operations.
• Conduct regular meetings with the reservations team to communicate updates, goals, and performance expectations.
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development to ensure the sustainability of the reservation department.
• Monitor reservations and revenue systems and ensure accurate and up-to-date availability, rates, and inventory across all channels.
• Develops Action Plans to reach daily / monthly / yearly KPIs.
• Completes all rooms forecasting to accurately project demand and pick up for groups and transient, both short and long term.
• Maintains records pertaining to market segments, transient pace numbers, forecasts, and other rooms data.
• Coordinate updates/stay restrictions or rate changes to reflect the hotel selling strategy in response to the market demand.
• Records competitive set pricing and yield strategies and completes analysis on the market and its opportunities based upon the competition and previous history.
• Develop and implement strategies to optimize room revenue and occupancy levels.
• Analyse market trends, competitor pricing, and demand patterns to make informed decisions in collaboration with Director of Revenue Management.
• Makes sure rate plans are correctly indexed / loaded and distributed to all channels

Qualifications

• Experience in the relevant position
• Knowledge of Microsoft Windows computer programs:
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Strong team player who can work independently in a fast-paced environment
• Dynamic, willing to learn
• Have good sales and presentation skills
• Ability to manage multiple tasks at the same time
• Management experience would be an advantage.
• Strong analytical, organizational and creative thinking skills

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Ticketing
• Reservations

Keywords

• Reservations Manager

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