Reservations Supervisor
Mandarin Oriental Hotel Group
Date: 1 week ago
City: Dubai
Contract type: Full time
Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.
With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.
Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.
Scope of Position
Oversees the Reservations Team alongside the Reservations Manager to maximize revenue and Guest Satisfaction. The Reservations Supervisor will work with the Reservations Team and with the Sales and Events teams to develop future and repeat business opportunities.
Responsibilities
With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.
Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.
Scope of Position
Oversees the Reservations Team alongside the Reservations Manager to maximize revenue and Guest Satisfaction. The Reservations Supervisor will work with the Reservations Team and with the Sales and Events teams to develop future and repeat business opportunities.
Responsibilities
- Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue.
- Understands seasonal and historical trends and work within them to ensure maximum occupancy and average room rates.
- To constantly monitor the market and the competition and report on threats and opportunities.
- Attends major events in hotel & city as requested by Department Head.
- Conducts sites visits as required by hotel operation.
- Participates in Client Entertainment and joint sales calls with team as required.
- Double-check the daily arrival, cancellation, no-show, and VIP reports for accuracy.
- Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
- Provide day to day supervision, training, direction and leadership to Reservation colleagues, including scheduling, performance management and short to medium term planning.
- Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
- Assist in the recruiting, managing, training and developing of the Reservation team.
- Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
- Leads by example in fostering positive colleague relations and demonstrating values.
- Trains the agents in areas of up selling, cross-selling and ongoing skill set knowledge.
- Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
- Utilizes all available on the job training tools for colleagues.
- Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
- Senior School qualification or equivalent.
- Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management.
- A minimum 3 years’ experience in Reservations and 1 year in supervisory role previous work experience in Reservations or Front Office.
- Previous experience working in a 5-star hotel environment.
- Previous experience working in the GCC, with prior hotel pre-opening experience preferred.
- Good knowledge on computer systems i.e MS Office applications
- Prior experience with PMS system.
- Mature and outgoing personality with excellent interpersonal skills.
- Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
- Performs job with attention to details and ability to organize and handle multiple tasks effectively.
- Clear communication; effective verbal and written communication skills in English and preferably in Arabic.
- Proven ability to successfully motivate and lead a team.
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