Reservations Supervisor

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region.

A wondrous and striking landmark in Downtown District, designed by the award- winning architects Aedas and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight

Job Description

• Assists in maximizing room sales and revenue
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel
• Monitors and ensures that all reservations are input into the system promptly and accurately and are confirmed back to the guest/client
• Monitors and reviews regularly the room and rates availability, hotel status, close-out dates and overbooking situation
• Extends full cooperation within and between other departments
• Informs/Calls the attention of the Reservations Manager for situations like: overbooking, system failure and other critical cases. Consults with team before making any critical decision at work
• Observes and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards and policies
• Assists in Rooms & Guest Services functions as needed
• Regularly updates data system for contracts, rates and agreements, guest/client information and other important information
• Maintains accurate records of data essential to future business plans and generates weekly and monthly reports required by the management and owners
• Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable
• Observes and ensures that proper telephone manners are maintained at all times
• Monitors and coordinates group reservations activity with the Sales Department and Revenue Manager
• Follows up tentative bookings and update reservation status
• Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
• Performs other duties as assigned by Reservations Manager
• Checks and ensures that the job assigned has been effectively completed on the timely basis and according to hotel’s expectation
• Conducts daily briefing and de-briefing with reservations teams and attends briefing and departmental meetings or as assigned by Reservations Manager
• Recommends corrective actions for unfavorable variances in job standards and budget commitment
• Administers personnel action on leaves & overtime requests, disciplinary actions and commendation as assigned by Manager
• Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business
• Communicates effectively with guests, subordinates, superiors and other section heads
• Manages time effectively by meeting the deadlines or completing the tasks ahead of time, identifies and solves problems in a professional manner
• Assists others to ensure the operation is run smoothly and effectively.
• Communicates effectively with guests, clients, business partners and staff.
• Coaches, directs, supervises and counsels all reservations staff when applicable, provides training to all staff in his/her department regularly, motivates staff to grow within the company and develops him/herself to be a better supervisor at all times
• Interacts with clients, guests, government officials, and other important individuals/companies in the community to promote the hotel

Qualifications

• College Degree or Diploma in Business, Hospitality, or related field preferred
• Minimum two years Hotel Reservations position experience, preferably in an upscale or lifestyle brand hotel and with a minimum of two years Middle East experience
• Enter and locate work related information using computers and/or point of sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Computer literate with a strong knowledge of Fidelio and Delphi
• Strong verbal and written communication skills in English with Arabic desirable
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork