Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
Review Opera & PMS availability keeping sufficient inventory for high yield segments.
Prepare the team roster.
Submit the monthly payroll.
Control no show and late cancellation charges.
Train, develop, and motivate staff to increase productivity.
Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to Emirates Palace Mandarin Oriental service standards.
Responsible for the preparation and onboarding of new colleagues.
Prepare the monthly training calendar.
Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
Ensure that the team is aware of the internal credit policy.
Follow up on lost business and bring information about them to the knowledge of the department superiors.
To monitor the volume of emails and assign them accordingly in Folders
Carry full reservations made the previous day quality check.
Responsible to ensure Corporate/consortia emails are answered within 2 to 3 hours. Individual emails and DMC`s answered in 24 hours as per the standards.
Ensure that OTA extranets being handled for guest response. Handle the reservations for the Executive Office and VIP bookings.
Carry the quality check for arrivals in the next day.
Attend the pre- arrival meeting and ensure that the information is shared with the operations department.
Prepare reports monthly.
Maintain all reservation standards.
Keep department informed of all changes in systems or procedures.
Monitor reservation pick-up for the coming months.
Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
Test calls LQA results > 85%.
Maintain an internal up sell programme for the Reservations department (benefits / team competition).
Schedule employees in line with varying business levels to maximize productivity and minimize payroll costs.
Select and recruit suitable employees for the department using prescribed set of policies and procedures.
Prepare/Consolidate upselling report and submit it to Reservations Manager.
Handle guests complain if any and assist team members to overcome operational challenges.
Responsible for the preparation and onboarding of new colleagues.
Carry daily briefings in the department.
Update management informed of any challenges, opportunities.
Perform any other duties as assigned to him/her by management.
Key competencies and background:
Experience in a high volume internationally recognized luxury hotel chain and a minimum of two years in a similar position is required
Bachelor’s degree in hospitality management or relevant field is preferred
Training techniques, excellent communication and organizational skills.
