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Reservations Supervisor

  • 541168
  • Sales, Marketing & Communications
  • Full time
  • Emirates Palace Mandarin Oriental, Abu Dhabi

Responsibilities:

  • 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.

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