Job Description

An ideal candidate must have at least 3 years of experience in a reservations role, preferably within a luxury hotel environment, and possess a strong understanding of hotel management system (HMS). They should demonstrate excellent leadership skills, with the ability to manage a team effectively, maximize revenue, and enhance guests satisfaction.

A background in hospitality or business management is preferred, along with the ability to analyze market trends, contribute to revenue strategies, and ensure the seamless operation of the reservations department. Strong communication and organizational skills are essential.

Responsibilities

General:*
It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues. MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements. It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental Jumeira, Dubai Human Resources Strategic Policy. It is part of your role and your responsibility to fully support all learning and development activities. On the Job trainers and trainings. Group Training Technique trainers and trainings. Update and maintain a complete Training Matrix for your department. Update and maintain and Job Specification Matrix for your department. Ensure the colleagues' career path and development needs are being prioritised and documented in accordance with the MO Profile online system. Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information. You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority. Use of the hotel's network, computers or internet access which is in the hotel's view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal. Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental. Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site. Mandarin Oriental Jumeira, Dubai has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason. Act as a hotel ambassador at all times. To carry out any additional duties requested by management, related to hotel operational activities.
Managerial Duties:*


Manages team and inventory to maximize revenues at all times as well as guides the team to achieve goals. Responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members. Ensures that audited results meet the standards required in LQE, MOQA and Forbes. Supervision on daily basis with reservation team the tracking of the no-show and cancellation reservations as well as daily arrivals for all guest requests to be carried out and communicated. Checks daily arrivals to ensure all necessary billing instructions are applied to reservations. Ensures team members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, billing and processing contracts and motivating the team to increase productivity and monitoring their performance. Monitors same day selling procedures to maximize room revenue and control property occupancy Monitors pick up by segment Assists the Revenue manager in preparing and organizing the weekly revenue Strategy meeting. Prepares three-month market segment outlook and maintains daily monitoring of actual versus forecast for plan achievement in the absence of the Revenue Manager Under the supervision of Revenue Manager, manages third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximise conversion ratios in order to achieve targets for the department. Work with Revenue manager to understands the overall market, including competitors' strengths and weaknesses, economic trends, supply and demand and knows how to sell against them and constantly monitors competitors' rates Closes the best opportunities for the property based on market conditions and property needs. Has full understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution
Departmental Duties:*


In conjunction with Revenue Manager controls rooms inventory including allocation and reservations to areas of maximum yield and blackout dates, develop and conduct rooms based marketing activities and track sales programs/promotions/advertising and provide feedback as necessary to relevant departments. Ensures all requests are handled by the team in time frame set by the company Ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties
Customer Focus:*


Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience Services our customers in order to grow market share. Build strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively Sets a positive example for the Reservations Department Handles guest complaints and disputes
Colleague Relations:*


Develops, implements and maintains a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job Manages team performance through developments plans, monitoring progress on a monthly basis Utilizes all available on the job training tools for colleagues Creates monthly labor scheduling for team Ensures an excellent working relationship with all colleagues within hotel
Administrative Duties*


Prepares weekly and monthly forecasts in the absence of the Revenue Manager Ensures that all booking systems are maintained to achieve optimal results, liaises with Marketing team to ensure content is up to date Completes and analyses month-end reports in conjunction with Revenue Manager Maintains accurate records of room type selling and sets targets for the team Reviews monthly labor scheduling with Reservations Supervisor.
Additional Duties:*


Conducts sites visits as required by hotel operation Participates in client entertainment with Sales Department as required * Joint Sales calls with team as required