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RESERVATIONS SUPERVISOR

Mandarin Oriental Hotel Group

Posted on July 12, 2018

1 - 2 years Dubai - United Arab Emirates

Diploma(Aircraft Maintenance). Any Nationality

Opening 01

Job Description

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Managerial Duties: Provide day to day supervision, training, direction and leadership to Reservation colleagues, including scheduling, performance management and short to medium term planning. Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals. Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue. Understands seasonal and historical trends and work within them to ensure maximum occupancy and average room rates. Assist in the recruiting, managing, training and developing of the Reservation team. To constantly monitor the market and the competition and report on threats and opportunities. Attends major events in hotel & city as requested by Department Head. Ensure that audited results met the standards required in LQE, MOQA and Forbes.
Departmental Duties: Ensures all requests are handled in the time frame set by the company. Double-check the daily arrival, cancellation, no-show, and VIP reports for accuracy. Checks new accounts and new rates and checks accuracy of all contracted rates inputted in PMS.
Customer Focus: Supports customer loyalty and property s brand standards by delivering service excellence throughout each customer experience. Ensure information provided to Guests is accurate and individualized. Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business. Services our customers in order to grow share of the account. Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively. Handles guest complaints and disputes.
Colleague Relations: Ensures an excellent working relationship with all colleagues within the hotel. Leads by example in fostering positive colleague relations and demonstrating values. Trains the agents in areas of up selling, cross-selling and ongoing skill set knowledge. Effectively communicates with other departments, especially Sales, Front Office and Banqueting. Utilizes all available on the job training tools for colleagues.
Administrative Duties Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate. Ensure all Policies and Procedures are understood and adhered to by all agents. Assist in preparing daily no-show and late cancellation, weekly and monthly reports. Coordinate office activities to ensure work updates are consistently maintained and all correspondence promptly handled on the same day received. Attends weekly and monthly department meetings and prepares accordingly.
Additional Duties: Conducts sites visits as required by hotel operation. Participates in Client Entertainment with Sales Department as required. Joint Sales calls with team as required.
Education & Certificates Senior School qualification or equivalent. Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management.
Experience A minimum 3 years experience in Reservations and 1 year in supervisory role previous work experience in Reservations or Front Office. Previous experience working in a 5-star hotel environment. Previous experience working in the GCC preferred. Good knowledge on computer systems i.e MS Office applications. Prior experience with PMS system. Hotel pre-opening experience preferred.
Skills Mature and outgoing personality with excellent interpersonal skills. Ability to understand guest needs and expectations and to deliver superior customer service with little input from others. Performs job with attention to details and ability to organize and handle multiple tasks effectively. Clear communication; effective verbal and written communication skills in English and preferably in Arabic. Proven ability to successfully motivate and lead a team. Ability to plan and organize. Trainer skills and ability to mentor and develop team members.


Hotels / Hospitality

Administration

Keywords

Front Office Hospitality Customer Service Scheduling Administration Performance Management Customer Satisfaction Interpersonal Skills Customer Experience

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Mandarin Oriental Hotel Group


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