Cluster Reservations Manager

Job Description

POSITION DESCRIPTIONPosition : Cluster Reservations Manager Raffles Dubai & Sofitel Dubai TheObeliskDepartment : ReservationsReports to : Cluster Director of Revenue__________________________________________________________________________________PURPOSE OF POSITION

• To maximise hotel revenue, RevPAR, GOP and guest satisfaction by receiving, handling and processing guest reservations for both the properties.
• To ensure departmental performance is in line with the hotels? guidelines and strategic direction as well as contributing towards achieving the department goals.
• To ensure reservations? standards and guidelines are followed at all times, as well as maintain and enhance performance and service delivery.
• To work closely with the front office, guest relations, sales and revenue management to ensure effective coordination of operations and service delivery.
• To respond to all individual enquiries in a timely and efficient manner, according to company standards.

• Ensure all reservation enquires are professionally, and promptly handled as per reservations standards
• Conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Handle and resolve guest issues in a positive manner so as to protect company revenue and result in guest satisfaction
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, emails, and ensuring a high level of conversion into bookings
• Track calls using standard call conversion sheets and report results daily, weekly and monthly
• Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
• Run reports as required by hotel and company standards; assist the Director of Revenue Management or other direct report, to maintain, make change in the Reservation/Property Management/Revenue Management system (if applicable) at property level as required
• Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed with in 24 hours, no show charges are validated and sent to Finance for posting, filing system is maintained, and new ones set up; fax machine is checked and correspondence is placed in the applicable place(s)
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development in order to ensure the sustainability of the reservation department; provide suggestion for improvement, and identify barriers to its success, and ways to overcome these
• Monitor and report results of any incentive programs in place; responsible to make sure integrity of the program is maintained, and that all requirements are followed
• Maintain a good working relationship with colleagues creating a team that works well together and with other departments.
• Attend, participate and minute all necessary meetings as requested.
• Contribute towards achievement of the hotel Employee Engagement score
• Work closely with relevant departments to ensure all details are communicated and actioned efficiently.

• Creativity, self-development, listening and communication skills
• Ability to handle multiple tasks
• Ability to delegate and organize work flow
• Ability to meet deadlines consistently
• Leadership skills
• Managing, training and instructing skills
• Continuously seek to endeavor and improve knowledge of own job function.
• Eagerness to learn, seeking professional development

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office
• Knowledge of TARS, Sofitel and FRHI systems will be an advantage

• Minimum 3 years experience in the reservations function of a luxury hotel or resort, in a leadership role

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