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Reservations Supervisor

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Emirates Palace Abu Dhabi

2021-04-10 06:16:35

Job location Abu Dhabi, Abu Dhabi, United Arab Emirates

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Job Contact: Emirates Palace Abu Dhabi

Job description

ReservationsSupervisor  Responsiblefor running the Reservations department. To achieve best possibleresults in terms of maximizing hotel's occupancy by termsof getting and inputting reservations. To ensureguestssatisfaction and loyalty through quality guest service takinginto account of the establishment standards.Key Responsibilities Manage rooms inventoryto achieve optimum results in occupancy, average rate and revenue,reviewing daily reservations accuracy, rates compliance fromsegment and source, system close-out when necessary and rateavailability. Train,develop, and motivate staff to increase productivity.Participate in staff recruitment, organize on-the-job andmonthly training for all staff, supervise and manage performance inorder to ensure clients' satisfaction and adherence toKempinski service standards. Maintain goodworking relations with other departments and keep close contactwith regular guests, ensuring their needs are identified, andrelayed to concerned departments for service delivery.Review MyFidelio, OCM & PMS availability keepingsufficient inventory for high yield segments.Ensure all sellable contracted rates are loaded in allsystems for ease of use by Reservations.Ensure all internal package breakdowns are loaded and inline with financial department. Supervise theReservations Agents in their daily duties, including pick-ups,travel agents' commissions, staff responses to clients,etc. Control no show and late cancellationcharges. Update Serenata configuration /offers / confirmation letters set-up in corporate design, ifapplicable. Ensure that the team is aware ofthe internal credit policy. Follow up on lostbusiness and bring information about them to the knowledge of thedepartment superiors. Keep close follow up ondevelopments of the competitor hotels (occupancy, renovation,special campaigns, theme events etc.).Spot-check reservations made the previous day and checkall VIP arrivals. Prepare reports on a monthlybasis. Maintain all reservationstandards. Keep department informed of allchanges in systems or procedures. Monitorreservation pick-up for the coming months.Maximize employee productivity and morale within thedepartment and consistently maintain discipline within hotelguidelines and local regulations. Test callsLQA / IFH results > 85%. Maintain aninternal up sell program for the Reservations department (benefits/ team competition). Schedule employees inline with varying business levels in order to maximize productivityand minimize payroll costs. Select and recruitsuitable employees for the department using prescribed set ofpolicies and procedures. Conduct annualperformance evaluations. Perform any otherduties as assigned to him/her by management.

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