| Job Location | United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
This role reports to the Reservations/Core Manager and will be responsible for overseeing the daily operation of the Reservations and Core department; understanding and applying the principles of occupancy and rate to achieve maximum yield. Responsibilities will include focusing on quality assurance, call and email conversion, maintaining global standards and working closely with the Worldwide Reservations Office, actively driving sales for the hotel by maintaining business relationships, controlling room and rate availability, working with Sales in handling group bookings, and preparing and distributing occupancy and revenue forecasts.1. Assume responsibility for the execution of the Reservation Department standard and procedures.2. Conduct standards testing including call observation.3. Ensure calls and e-mails are answered in a timely manner, and in a professional and accurate way.4. Schedule staff according to budget guidelines, while ensuring maximum service to guests.5. Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate.6. Manage the reservations staff incentive program and compile/publish monthly results by agent.7. Enforce the established room and rate availability guidelines in order to maximize occupancy and revenue.8. Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc.9. Control all suite reservations in conjunction with the Reservations/Core Manager and ensure special handling of top corporate clients, VIPs, and return guests.10. Monitor no show collection with Front Office and Accounting departments.11. Monitor commission payment with the Accounting department.12. Handle and maintain accurate records on pick-up, cancellations, no-shows, and sources of reservations.13. Create and maintain individual rate codes for each negotiated account as established by the Sales Department.14. Ensure all reservations staff are familiar with all guest rooms, selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow-up on all special guest requests.15. Conduct follow-up training sessions and provide timely feedback to reservations staff.16. Handle guest complaints keeping senior management well informed of any problems and action taken.17. Maintain favorable working relationships among employees to promote maximum morale, productivity and efficiency.
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