Reservations Manager

Roles and responsibilities

To assist in the supervision of all operational activities pertaining to the Reservations Office in order to achieve the department mission of maximisation of customer satisfaction and revenue generation for the department and company. Will guide and supervise the Reservations team on daily tasks and ensure smooth operations of the department.

What You Will Need To Succeed

• At least 2 years’ experience working in Rooms Reservations preferably with call center experience
• Certificate in Telephone Skills and Customer Service will be an advantage
• Minimum qualification required / College degree in Hotel Management or a related field is preferred
• Operational Performance – Ability to handle the tasks assigned, speed of execution, level of details and understanding of guest requirements.
• Financial Performance – Knowledge about financial goals and targets, achievement of individual and team targets.
• Quality Performance – Knowledge on systems, products, new offers and packages. Assessment of individual and team on the Quality KPI’s such as adherence to reservations telephone script, email etiquette, and other tools used to measure quality results.
• Put Customer First
• Drive for Results
• Learning
• Resilience
• Adaptability
  

At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus

Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset

No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced

Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity

Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability

We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.

Desired candidate profile

1. Supervision: Lead and manage the reservations team, providing guidance and support to team members.
2. Training and Development: Train new staff on reservation systems, procedures, and customer service best practices.
3. Customer Service: Address complex guest inquiries and resolve any issues related to bookings, cancellations, or modifications.
4. Process Management: Streamline reservation processes to enhance efficiency and accuracy, ensuring a seamless experience for guests.
5. Performance Monitoring: Track team performance metrics and provide feedback to ensure targets are met.
6. Collaboration: Work closely with other departments, such as front office and sales, to coordinate efforts and improve overall guest satisfaction.

Essential Skills:

• Leadership: Strong leadership abilities to motivate and manage a diverse team effectively.
• Communication: Excellent verbal and written communication skills for interacting with guests and team members.
• Organizational Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer Focus: A commitment to delivering exceptional service and enhancing the guest experience.
• Technical Proficiency: Familiarity with reservation systems and property management software.