Reservation Manager (Saudi National)

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the “moments” business. We’re intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn’t take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results. 

The Role

• Manage all aspects of the reservations and communications center
• Assist the Revenue Manager with optimizing revenue generating opportunities
• Manage the revenue Management tasks in absence of the Revenue Manager

Key Deliverables and Responsibilities

Planning & Organizing:

1. Plan, monitor and adjust scheduling to Reservations and Communication Center (RCC) needs.
2. Set-up, organize and monitor the task management system (eg Message Box or Royal Service) and make sure it is used to its full potential.
3. Monitor the escalation process of the task management system
4. Manage all aspects of the reservations service and quality in the CRS, PMS and related systems

Operations:

1. Verifies on a daily basis the daily arrivals and individual guest folios.
2. Maintain a consistent focus on improving the overall flow of Reservations operations.
3. Maintain a consistent focus on improving the overall flow of the task management system.
4. Ensure the escalation process is working and report any issue to the General Manager directly. 
5. To lead daily RCC briefings and monthly employee meetings
6. To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety.
7. To drive the performance of the RCC team members, including completion of performance appraisals, coaching counselling and performance management in conjunction with the DOSM and Human Resources.
8. Ensure the team work within the department with a sales focused attitude and team are aware of sales opportunities within the hotel/residences which will assist with the maximization of revenue.
9. Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
10. Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
11. To ensure a consistently high standard of grooming is followed and by self and team.
12. Have full knowledge of all products and services provided by the property and in the local area.
13. Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
14. To use pricing models and accepted best practice to support the collective marketing efforts of the property.
15. Oversees the day to day RCC activities, implements action plans and accomplishes goals and targets set forth in the Business Plan and the Director of Sales & Marketing.
16. Ensure that the RCC team drive, manage and maintain robust positive relations with all key accounts and business partners.
17. Support the Communications Manager to identify and update property content where necessary and follow content recommendations from Mövenpick Hotels & Resorts.
18. Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests, clients, staff and employees.
19. Maintains professional business confidentiality.
20. Adhere to Company and Hotel rules and regulations at all times.
21. To monitor the competitive set of pricing of our hotel through Travel city and other retail web based travel solutions so as to determine the pricing rational of major hotel competitors with the Dubai market.
22. Complete data and analyse monthly reports, set up actions and execute accordingly.
23. Ensures that selling strategies are adhered to during negotiations and maximizes up selling opportunities of sales and reservations teams.
24. Review the daily business levels, anticipate critical situations and plan effective solutions in conjunction with the department head, to best expedite these situations.
25. Adhere to company credit policies to ensure all expected revenues are secured.
26. Obtain and maintain an awareness of community, business, political and social market driven factors which may affect the hotel’s financial performance and operating objectives.
27. Ensure that the room and conference inventories are reviewed weekly, monthly and bi-monthly where strategies are formulated to address low occupancy need periods at least 2 months ahead.
28. Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. Must assist all staff under his/her control in the accomplishment of their objectives.

Administration:

1. Consolidate month end revenue reports applicable information for the review of Director of Sales & Marketing, Revenue Manager and Rooms Division Manager
2. Establishes and maintains a filing system for the RCC department.
3. Answer all incoming correspondence (leads, inquiries, requests, offers, confirmations, etc.) are replied to within 24 hours.
4. Review the employee schedule and annual leave plan to ensure the correct allocation of resources to foster employee productivity, satisfaction and adequate manning.
5. To fully support the departmental training function and to support new training development initiatives.
6. To undertake any reasonable tasks and secondary duties as assigned by the management.
7. To project at all times a positive and motivated attitude that reflects positively on the Mövenpick Hotel and that projects warmth and friendliness.
8. To have a complete understanding of the Shared Service Operational Manual and Policies and Procedures.
9. To attend all meetings as required by the Executive Management.
10. Corresponds with groups and travel agents to answer special requests for rooms & rates.

•    Strong leadership and interpersonal skills
•    Excellent communication and customer contact skills
•    Results and service oriented with an eye for details
•    Ability to multi-task, work well in stressful & high-pressure situations
•    A team player & builder
•    A motivator & self-starter
•    Well-presented and professionally groomed at all times