Reservations Manager

Roles and responsibilities

An exciting opportunity has arisen for a Manager - Reservations within the Jumeirah Global Contact. The talent will be accountable for the achievement of service standards, support the management of systems and the implementation of company strategy through projects in Central Reservations. The Reservations Manager determines and sets the operational priorities with Central Reservations in keeping with the objectives of the Business. Working closing with the Director of Global reservations and all reservations teams globally to effectively lead operations teams, bringing efficiency and effectiveness to the contact centre through innovation and excelling in customer satisfaction.

• Responsible for the delivery of all internal and external Service, Quality & Commercial performances as per Central Reservations KPI objectives
• Work closely with Hotel Reservation Teams to maximise revenue opportunity and reduce operational inefficiency offering support where required. Including overflow set up and resource allocation during low seasons
• Attend meetings related to Reservations sharing relevant insights related to performance or trends
• Responsible for ensuring all daily, weekly, monthly tasks are completed and documented related to Reservations, Audit, Revenue, compliance, and finance (Reservations Task List) and undertake spot checks to ensure compliance and sign off
• Highlight any risk related to revenue, finance, and guest experience to the senior management team
• Act as appoint of contact for Reservations with external partners managing and maintaining relationships
• Monitor reservations automated services to ensure working to correct capacity, working with functional experts to resolve any degradation in services
• Monitor and follow up on guest complaints (take ownership) and ensure a relevant solution is provided by coordinating with other departments
• Ensure training of new colleagues in the department and for hotels is planned and scheduled in advance
  All aspects of people management including development, target setting, reviews, absence management, attrition, performance, and disciplinary procedures
• Motivating and inspiring direct reports and managers to lead their teams to success
• Complete recruitment for team including raising of new hire requests
• Complete month KPI reporting to Director of Reservations and Director of Revenue for hotel
• Assist in the maintenance of Global Reservations Teams and systems for operations, knowledge, and resources

About you:

The ideal candidate for this position will have the following experience:

• Bachelor Degree level from an accredited and renowned University
• Excellent knowledge of PMS Systems. [Advanced]
• Minimum of 3+ years’ leadership experience in hospitality management or similar customer experience
• Excellent knowledge of PMS systems
• Experience in people management with exposure to managing a team
• Experience in delivering/implementing projects and innovative technology
• Team Player - Collaborates positively and effectively with others and team
• Flexible and adaptable to changing business needs and processes
• Know How of reservations software
• Multi-channel customer management systems (Advance)

Desired candidate profile

1. Team Management: Leading and supervising the reservations team, providing training, guidance, and support to ensure high performance.

2. Booking Oversight: Managing the reservation system to optimize booking processes, ensuring accuracy and efficiency in handling reservations.

3. Customer Service: Ensuring that guests receive exceptional service during the reservation process, addressing inquiries, and resolving issues promptly.

4. Inventory Management: Monitoring room or table availability, pricing, and inventory levels to maximize occupancy and revenue.

5. Data Analysis: Analyzing booking trends and data to forecast demand, adjust pricing strategies, and improve overall operations.

6. Collaboration: Coordinating with other departments (e.g., front office, sales, marketing) to align reservation strategies with overall business goals.

7. Policy Implementation: Developing and implementing reservation policies and procedures to ensure compliance and enhance guest satisfaction.

8. Reporting: Preparing reports on reservation statistics, team performance, and revenue forecasts for management review.

9. Technology Management: Overseeing the maintenance and functionality of reservation systems, ensuring staff are trained to use technology effectively.

10. Guest Communication: Managing communication with guests regarding reservations, changes, and special requests, ensuring clarity and professionalism.

Key Skills

1. Leadership: Strong leadership and team management skills to motivate and guide the reservations team.

2. Communication: Excellent verbal and written communication skills for effective interaction with guests and team members.

3. Organizational Skills: Strong organizational abilities to manage multiple tasks and prioritize effectively in a fast-paced environment.

4. Analytical Skills: Proficiency in analyzing data to identify trends and make informed decisions.

5. Customer Focus: A commitment to providing outstanding service and enhancing the guest experience.

Qualities

• Attention to Detail: Meticulous attention to detail to ensure accuracy in reservations and guest information.
• Problem-Solving: Ability to handle guest complaints and operational challenges effectively.
• Positive Attitude: Maintaining a positive demeanor, even during busy or stressful times.

Best Practices

1. Continuous Improvement: Regularly seeking feedback from guests and staff to refine reservation processes and enhance service quality.
2. Training and Development: Providing ongoing training for the reservations team to keep them updated on best practices and system functionalities.
3. Utilizing Technology: Leveraging technology and software tools to streamline reservation processes and improve efficiency.