Reservations Manager Job

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for an experienced Reservations Manager to join One&Only Royal Mirage Hotel in Dubai.

With the global growth of our brands, you will be an integral part of Resort’s success and your role goes beyond developing potential relationships with our clients where you will be responsible for the leading and guiding the entire Reservations team to achieve departmental objectives and our core values.

• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply, and demand etc. and knows how to sell against them.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Tracks late cancellation/no-show reservations and processes charges as needed.
• Making sure that the set departmental annual objectives are met, and the team is working together to achieve the target.
• Ensure that the departmental Appraisals are completed and submitted on time.
• Reviewing the staff performance, identifying staff training needs and planning training sessions.
• Planning and developing staff recruitment with HR department.
• Develops implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Support and encourages team members to take on new and challenging assignments to help developing their skills.
• Conducting departmental operational meetings.
• CES survey – Points recommended and agreed are followed as per the action plan submitted.
• Ensure departmental KPI’s defined to the team is aligned to the department’s strategy and with the overall strategy of the company. Assess the current state and define a course of action to achieve desired future goal, “what is measured gets done”.
• Keep a record of guest feedback. Develop and put new processes in place to increase quality of customer service and monitor guest satisfaction whether new initiatives have had a positive or negative impact on satisfaction.
• Attending to all guest complaints by reviewing and responding within 24 hours to achieve a satisfactory result, both for the guest and the organization.

• Monitors and controls the entire Selling & Promotion Day to day operation including administrative and scheduling functions, always ensuring adequate staffing coverage.    
• Spot check on calls for consistency in service delivery.
• Identify opportunities that will move the business forward and improve operational effectiveness.
• Ensures every caller directed to the Reservations department receives an optimum level of services and care at all times.
• Monitors telephone call volume and initiates solutions to avoid overflow calls.
• Coaching, motivating, and retaining staff. Co-ordinating any reward/awards and incentive schemes to the team.
• Recording statistics, user rates and the performance levels of the department and preparing reports.
• Creates and maintain effective relationship with reservation team as well other departments.
• Developing, implementing, and reviewing core responsibilities and task.
• Attends to all enquiries, complaints, liaising with Assistant Manager, supervisor to gather information and resolve issues.
• Monitor mystery shopper calls and conduct coaching to improve quality and track operative performance.