Reservations Supervisor

Mandarin Oriental Hotel Group; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Reservations Supervisor to lead the Reservations department. This role is pivotal in managing team activities, ensuring exceptional service standards, and maximizing revenue through effective inventory and rate management. The ideal candidate will possess strong leadership skills, a keen eye for detail, and a passion for guest satisfaction. Join a team that values excellence and innovation in a vibrant and dynamic environment, where your contributions will directly impact guest experiences and operational success.

Qualifications

• Experience in managing reservations and optimizing revenue.
• Strong leadership skills with a focus on team development.

Responsibilities

• Manage room inventory to optimize occupancy and revenue.
• Train and develop staff to meet high service standards.

Skills

Team Management

Customer Service

Inventory Management

Training and Development

Communication Skills

Education

Bachelor's Degree in Hospitality Management

Relevant Certifications

Tools

Opera PMS

Serenata

Job description

Job Title: Reservations Supervisor

Location: Emirates Palace Mandarin Oriental, Abu Dhabi

Department: Revenue - Reservations

Reporting To: Assistant Reservations Manager

Job Description

The Reservations Supervisor is responsible for the efficient operation of the Reservations department, managing team activities, ensuring high service standards, and maximizing revenue through effective inventory and rate management.

Key Responsibilities

1. Manage room inventory to optimize occupancy, average rate, and revenue, including reviewing reservations accuracy, rate compliance, system close-out, and availability.
2. Maintain sufficient inventory in Opera & PMS for high-yield segments.
3. Prepare team rosters and monthly payroll.
4. Control no-shows and late cancellations charges.
5. Train, develop, and motivate staff, organize recruitment, and oversee performance to meet service standards.
6. Onboard new colleagues and develop monthly training calendars.
7. Supervise daily activities of Reservations Agents, including client responses, pick-ups, and commissions.
8. Foster good relations with other departments and regular guests, ensuring their needs are communicated and met.
9. Update Serenata configurations, offers, and confirmation letters as needed.
10. Ensure team adherence to internal credit policies.
11. Follow up on lost business and communicate insights to superiors.
12. Monitor email volume, assign tasks, and ensure timely responses to corporate, individual, and DMC inquiries.
13. Handle reservations for the Executive Office and VIP clients.
14. Perform quality checks on reservations and arrivals, and attend pre-arrival meetings.
15. Prepare monthly reports and maintain reservation standards.
16. Keep the department informed of system or procedural changes.
17. Monitor future reservation pick-up volumes.
18. Maximize employee productivity and morale, maintain discipline, and ensure compliance with hotel and local regulations.
19. Achieve a call quality score above 85% in testing.
20. Maintain an internal upsell program and schedule staff according to business levels.
21. Recruit suitable staff following company policies.
22. Prepare and submit upselling reports.
23. Handle guest complaints and support operational challenges.
24. Conduct daily briefings within the department.

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