Reservations Manager

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

Job summary

An established industry player in the hospitality sector is seeking a Reservations Manager to oversee the operations of their reservations department. This role is pivotal in ensuring smooth processes, enhancing guest satisfaction, and maximizing revenue. The ideal candidate will have a strong background in hotel reservations, excellent communication skills, and the ability to manage a team effectively. Join a dynamic environment where your contributions will directly impact guest experiences and the hotel's success. If you thrive in a fast-paced setting and are passionate about hospitality, this opportunity is perfect for you.

Qualifications

• Experience in a similar position is essential for success.
• Strong analytical and organizational skills are required.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Oversee daily operations of the hotel's reservations department.
• Handle complex guest inquiries and resolve issues for satisfaction.
• Generate reports on reservation statistics and revenue performance.

Skills

Communication Skills

Problem-Solving Abilities

Interpersonal Skills

Analytical Skills

Sales Skills

Organizational Skills

Education

Experience in a similar position

Tools

Microsoft Windows

Job description

Company Description

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of the iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites, and a villa. Designed with discerning business and leisure guests in mind, our facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.

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 to ensure appropriate coverage, minimize call loss, and maximize 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 and revenue.
• Respond promptly to guest inquiries, requests, and complaints, ensuring high service standards and business retention.
• Collaborate with other hotel departments for seamless guest experiences and effective communication.
• Maintain positive relationships with guests, travel agents, corporate clients, and stakeholders.
• Anticipate guest needs and personalize service to enhance their experience.
• Manage reservation changes, cancellations, and special requests professionally and efficiently.
• Generate regular reports on reservation statistics, occupancy, and revenue performance.
• Foster a positive, collaborative work environment within the reservations team.
• Coordinate with front office, sales, and marketing departments for seamless operations.
• Conduct regular team meetings to communicate updates, goals, and performance expectations.
• Conduct annual reviews and recommend employee development plans for department sustainability.
• Monitor reservation and revenue systems to ensure accurate availability, rates, and inventory across channels.
• Develop action plans to meet daily, monthly, and yearly KPIs.
• Complete room forecasting to project demand and pickup for groups and transient guests.
• Maintain records on market segments, transient pace, forecasts, and other data.
• Update stay restrictions and rate changes reflecting the hotel's selling strategy based on market demand.
• Record competitive set pricing and yield strategies; analyze market opportunities based on competition and historical data.
• Develop and implement strategies to optimize room revenue and occupancy levels.
• Analyze market trends, competitor pricing, and demand patterns to inform decisions in collaboration with the Director of Revenue Management.
• Ensure rate plans are correctly indexed, loaded, and distributed across all channels.

Qualifications

• 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 while remaining calm and courteous
• Strong 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 manage multiple tasks simultaneously
• Management experience is advantageous
• Strong analytical, organizational, and creative thinking skills