Reservations Manager

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

Job summary

An established industry player in hospitality seeks a dynamic Reservations Manager to oversee operations at a luxurious beach resort. This role involves ensuring efficient booking processes, training staff, and delivering exceptional customer service. You will collaborate with various departments to enhance guest experiences while managing reservations and revenue strategies. If you are a proactive leader with a passion for hospitality and a knack for problem-solving, this opportunity is perfect for you to thrive in a vibrant and fast-paced environment.

Qualifications

• Experience in managing reservations and customer service.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee daily operations of the reservations department.
• Ensure high-quality customer service and guest satisfaction.
• Manage staff schedules and train reservations team.

Skills

Customer Service

Communication Skills

Problem-Solving

Sales Skills

Teamwork

Multitasking

Education

Relevant Experience in Hospitality

Tools

Microsoft Windows

Job description

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort located on Abu Dhabi Creek. Our luxurious urban hideaway offers stunning views of the Sheikh Zayed Grand Mosque. The resort features 366 rooms, suites, a villa, exquisite restaurants, bars, a private beach, pool, meeting rooms, and a grand ballroom for celebrations.

Job Description

• Oversee and manage the daily operations of the reservations department, ensuring efficiency and smooth processes.
• Develop and maintain staff schedules to handle reservation calls effectively, minimizing call loss and maximizing bookings.
• Supervise, train, and support reservations staff, providing ongoing performance feedback.
• Handle guest inquiries and resolve issues to maximize satisfaction and revenue.
• Ensure prompt and high-quality customer service for all guest interactions.
• Collaborate with other departments for seamless guest experiences and communication.
• Maintain positive relationships with guests, travel agents, and corporate clients.
• Anticipate guest needs and personalize services accordingly.
• Manage reservation changes, cancellations, and special requests professionally.
• Generate reports on reservation statistics, occupancy, and revenue.
• Foster a positive work environment within the reservations team.
• Coordinate with front office, sales, and marketing departments for smooth operations.
• Conduct regular team meetings to communicate updates and performance goals.
• Perform annual reviews and recommend employee development plans.
• Monitor reservation and revenue systems for accuracy across channels.
• Develop action plans to meet KPIs daily, monthly, and yearly.
• Forecast room demand and manage inventory accordingly.
• Maintain records on market segments, pace numbers, and forecasts.
• Update stay restrictions and rates based on market demand strategies.
• Record and analyze competitive set pricing and market opportunities.
• Implement strategies to optimize revenue and occupancy.
• Analyze market trends and competitor pricing to inform decisions.
• Ensure rate plans are correctly indexed, loaded, and distributed.

Qualifications

• Relevant experience in a similar role.
• Proficiency in Microsoft Windows programs.
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving abilities.
• Responsibility and reliability.
• Ability to focus on guest needs while maintaining professionalism.
• Team player with the ability to work independently in a fast-paced environment.
• Willingness to learn and adapt.
• Good sales and presentation skills.
• Ability to multitask effectively.
• Management experience is advantageous.
• Strong analytical, organizational, and creative skills.