Job Description

Manager, Reservations
(18227)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy(TM), and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.
Glistening on a private apex of Palm Island, One&Only The Palm is an intimate beach-front retreat where the wonders of modern Dubai meet the charms of old Arabia. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.
Leading and guiding the entire team to achieve common departmental objectives and our core values. To enhance guest experience and repeat clientele. Provide high Level of Customer Service within the department. Responsible for the daily running and management of Selling & Promotion department through the effective use of resources, with responsibility for meeting, and possibly setting customer service targets and planning areas of improvement or development. Operate and incorporate new technologies, management philosophies and procedures to maximize room revenue and other selling opportunities.
Key Duties and Responsibilities

• Attend the daily morning strategy meeting and briefing the team with the selling strategy, as decided by the executive committee every day.
• 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 and JD Powers score. Develop and put new processes in place with the Director 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, in order 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, ensuring adequate staffing coverage at all times.
• 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 reports daily to the Director of the department of the trends 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 all levels of Selling & Promotion team members as well other departments.
• Developing, implementing and reviewing core responsibilities and task.
• Attends to all enquiries, complaints, liaising with team leaders to gather information and resolve issues.
• Monitor mystery shopper calls and conduct coaching to improve quality and track operative performance.
• Carries out regular spot checks within the department to ensure that the standards outlined in the Standard Operating Procedure manual are being adhered.
• Updating of Standards Operating Procedures on regular basis with guidance of the Selling & Promotion Director, initiating changes whenever necessary.
• Daily checks of the Reservations Trace report ensuring all traces are suitably resolved before day end.
• Oversee the no-show and late cancellations with the colleagues on a daily basis, to ensure that incremental revenue is raised on a daily basis.
• To ensure that the Reservations team is aware of all promotional rates and packages.
• Set-up/create and update packages (meals, spa and etc.) in OPERA
• Preparation and distribution of turn-away statistical report.
• Attends Front Office and Credit Meeting.
• Audit and validate the incentive claim for final review of Revenue Manager.
• Conducts on the job training & annual appraisals sessions with the team.
• Deputizes Revenue Manager in his absence and when required according to the needs of business

Skills, Experience & Educational Requirements

• Minimum 5 years' experience in acknowledged resorts and hotels
• Minimum 2 years' experience in acknowledged resorts and hotels as Reservations Manager
• Strong leadership skills
• Strong Communication Skills
• Knows Fidelio / Opera

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Skills Required