Assistant Director of Reservations Five Hotels and Resorts

What We re Looking For

A proven track record of 3-5 years in a Luxury Hotel environment in a similar role, delivering sensational Guest Experiences synonymous with FIVE's award-winning Service Quality.

• Previous experience as a Reservations Manager in a Luxury Hotel environment is Mandatory.
• Exceptional skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
• FIVE-Styled Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow FIVERs.
• Excellent communication and interpersonal skills to engage effectively with Guests, FIVE Tribe Members, and Stakeholders.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
• Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
• Next-Level Organisational and Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
• A hands-on attitude, fuelled by a Can-Do! Spirit.

Key Responsibilities

• Ensures all FIVE's Policies and Procedures are Meticulously understood and adhered to, always maintaining the Highest Standards of Luxury Service.
• Trains the Reservations Team to maintain Exquisite Quality in both written and spoken communication, promoting FIVE s Stunning facilities, events, and Upselling opportunities.
• Ensures the Reservations Team responds to all Guests with a High Level of professionalism, completing all reservations Accurately and to the Guests' expectations.
• Implements and Trains the Reservations Team to follow Departmental Standards (SOPs), Achieving targeted Results such as quality calls, response time, number of calls and emails handled, accuracy, handling abandoned calls, maintaining reservation records, and adhering to all Safety Standards.
• Ensures the Smooth running of the Reservations Department, overseeing all supervisor and agent tasks as well as administrative duties, ensuring they are executed Promptly and Accurately.
• Takes responsibility for duties and tasks assigned to the Role, ensuring all work is carried out in a Timely and Professional manner, maintaining the Bespoke nature of FIVE s Industry-Leading Service.
• Collaborates with immediate Supervisors to control Costs and Inventory, and ensures Productivity and Performance levels are Consistently met and exceeded.
• Builds and maintains Effective Working Relationships while promoting FIVE s culture and values, contributing to the vibrant 'Vibe at FIVE.'
• Is fully conversant with all Business Segments, including rates, offers, and promotions, and handles all tasks linked to the Reservations Department with a Meticulous Eye for Detail.
• Maximises Room Revenues and creates additional revenue through Effective upselling techniques and by following Strategic Plans.
• Discusses Strategies with immediate Supervisors to Enhance daily occupancy levels and Optimise Room Utilisation.
• Processes and analyses Daily Revenue Reports, including day-to-day pick-up, full month pick-up reports by segment, daily occupancy reports, weekly trend reports, and others, ensuring Data-Driven Decision-Making.
• Delivers on Departmental plans and objectives, ensuring that FIVE s initiatives and targets are achieved with FIVE s Gold Standard of Excellence.
• Stays updated with Industry Trends and innovative practices to ensure FIVE remains at the Forefront of Luxury Hospitality.
• Takes on additional Responsibilities and Tasks as required, adapting to the Dynamic needs of FIVE and contributing to FIVE s continued Success.