Main Responsibilities:

• Handle telephone reservations and handle incoming correspondence pertaining to both FIT and group reservations.
• Follow up group blocks with Sales for name lists. Ensure room lists are entered properly and update meal arrangements.
• Ensure that reservations being entered into the PMS system are in the correct format as specified in the Operational manual.
• Ensure that communication with other departments, notably Credit, Sales, Concierge, Housekeeping, Front Desk and any other concerned department is maintained with information, which pertains to them.
• Ensure Corporate blocks, party name lists, and arrangements are being updated correctly.
• Ensure that a comprehensive system for Group Allocations / Blocks is set up. This system should be carefully monitored.
• Assist the Assist Reservations Mng to maintain up-to-date records for all contract arrangements.
• Check arrival lists and double check that any special requests are followed up correctly.
• Give staff briefing.
• Conduct training.
• Perform any other reasonable duties as required by the department head.
• Responsible for proper handling of the reservations into the system in a manner representing the mission statement of the hotel and its owning company and in compliance of MOHG quality standards.
• Controls the proper input of all individual reservations into the system in terms rate codes, market and source codes, arrival, departure, guests’ preferences, payment, etc for them to be handled later on by Rooms Division
• Make sure the negotiated rates are linked to companies / tour operators / sources in accordance with the signed contracts received from the Sales department.
• Checks reservations.
• Sees that all outgoing correspondence are handled in a timely and accurate manner by staff members.
• Keeps awareness on all rates and promotions valid at the hotel.
• Make necessary rate loading / amendment in Opera in accordance with the Reservations Manager instruction.
• Adherence of the Company Credit policy
• Checks that proforma invoices are issued in a timely manner and cooperates with accounting department in terms of receiving the money.
• Prepares weekly the commission report for accounting department.
• Keep awareness of the hotel in terms of operating hours of outlets, what kind of service is provided by the hotel, which events take place, etc.
• Awareness of Emirates Palace policies and procedures
• Helps to conduct yearly evaluations of employee together with Reservations Manager
• Reports to Reservations Manager on all problems arising in the department – both in guests’ and staff aspects
• Maintains the established standards in the Reservations department.
• Holds groups training for newcomers and trainees.
• Apart from the above duties, must fulfil any others that may be assigned by superiors within the reasonable time frame.

Functional Competencies:

• Must be accurate, attentive to details, friendly with guests, colleagues and superiors, a good team member, patient, should be able to work under stress.
• Previous experience in the reservations department is a must.
• Must be able to lead a team, to maintain the team spirit.
• Has to treat staff according to their professional performance, avoiding personal judgement.
• Must have good listening skills and clear speech.
• Has to be well groomed, maintain the working place tidy
• Must be an example for subordinates.
• Ability to solve interpersonal conflicts in a smooth and effective way.
• Ability to prioritize tasks correctly, to assign tasks to subordinates and to make efficient follow up.
• Good time management skills
• Must comply with company competencies and MOHG culture.

Other Skills: 

• Knowledge of PMS, including configuration
• Administration and secretarial skills
• Supervisory experience and skills
• Training techniques
• Computer literate
• Meticulous
• Neat and tidy
• Team player
• Leadership skills
• Able to work under pressure.
• Willing to take responsibilities.
• Positive attitude