Reservations Supervisor
Ennismore
- Business Bay, Dubai
- Permanent
- Full-time
- Assists in maximizing room sales and revenue
- Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel
- Monitors and ensures that all reservations are input into the system promptly and accurately and are confirmed back to the guest/client
- Monitors and reviews regularly the room and rates availability, hotel status, close-out dates and overbooking situation
- Extends full cooperation within and between other departments
- Informs/Calls the attention of the Reservations Manager for situations like: overbooking, system failure and other critical cases. Consults with team before making any critical decision at work
- Observes and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards and policies
- Assists in Rooms & Guest Services functions as needed
- Regularly updates data system for contracts, rates and agreements, guest/client information and other important information
- Maintains accurate records of data essential to future business plans and generates weekly and monthly reports required by the management and owners
- Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable
- Observes and ensures that proper telephone manners are maintained at all times
- Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
- Follows up tentative bookings and update reservation status
- Reviews no-show and cancelled reservations and processes charges according to hotel's policy
- Performs other duties as assigned by Reservations Manager
- Checks and ensures that the job assigned has been effectively completed on the timely basis and according to hotel's expectation
- Conducts daily briefing and de-briefing with reservations teams and attends briefing and departmental meetings or as assigned by Reservations Manager
- Recommends corrective actions for unfavorable variances in job standards and budget commitment
- Administers personnel action on leaves & overtime requests, disciplinary actions and commendation as assigned by Manager
- Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business
- Communicates effectively with guests, subordinates, superiors and other section heads
- Manages time effectively by meeting the deadlines or completing the tasks ahead of time, identifies and solves problems in a professional manner
- Assists others to ensure the operation is run smoothly and effectively.
- Communicates effectively with guests, clients, business partners and staff.
- Coaches, directs, supervises and counsels all reservations staff when applicable, provides training to all staff in his/her department regularly, motivates staff to grow within the company and develops him/herself to be a better supervisor at all times
- Interacts with clients, guests, government officials, and other important individuals/companies in the community to promote the hotel
- College Degree or Diploma in Business, Hospitality, or related field preferred
- Minimum two years Hotel Reservations position experience, preferably in an upscale or lifestyle brand hotel and with a minimum of two years Middle East experience
- Enter and locate work related information using computers and/or point of sale systems
- Possess a gracious, friendly, and fun demeanor
- Ability to multitask, work in a fast paced environment and have a high level attention to detail
- Computer literate with a strong knowledge of Fidelio and Delphi
- Strong verbal and written communication skills in English with Arabic desirable
- Maintain positive and productive working relationships with other employees and departments
- Ability to work independently and to partner with others to promote an environment of teamwork