Reservations Supervisor

COMPANY DESCRIPTION

We are far more than a worldwide leader. We are more than 240000 women and men who share something unique.
Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences
Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion
 

SOFITEL DUBAI the obelisk

Sofitel Dubai the Obelisk is Sofitel’s largest property in the Middle East. The hotel features 594 luxury guestrooms inclusive of 68 suites and 96 serviced apartments in the heart of Dubai. A variety of trendy restaurants and bars including a contemporary Asian restaurant, a Gastro Pub, a French Brasserie and Pool Bar & Lounge bring residents and patrons together to celebrate the French “Joie de Vivre”. Guests have the option to unwind at the Sofitel Spa with L’Occitane and outdoor pools with private cabanas or workout in a fully-fledged fitness center. Business travelers have access to 1,589 square meter of meeting space including one state-of-the-art ballroom ideal for the most sought after social gatherings.

Sofitel Dubai the Obelisk will infuse the brand’s essence with capitalizing on a perfect balance of modernism and ancient Egypt reflective of the renowned design elements of Wafi. If you are as excited as we are about connecting hearts and showing your guest passion, join us as the next Heartist and help us to make Sofitel Dubai the Obelisk a truly welcoming destination!

The Position

Handle customer calls inquiries pertaining to room reservations, with a focus on revenue maximization and quality.

KEY ROLES & RESPONSIBILITIES

• To ensure the reservation sales agents are filling the responsibilities as outlined in their job descriptions.
• Supervising the day to day running of the reservation department ensuring that the work load is fairly distributed and completed in a timely and professional manner.
• Understand the key principles of Accor’s Pricing Strategies and Revenue Management
  • Retail, Corporate, Leisure, Group, Other
  • Rate Restrictions, hurdles and availabilities
• Maximise rooms revenue through the conversion of telephone calls into sales
  • Utilize effective up selling techniques
  • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent on all hotel products and services
• Handle emails pertaining to rooms reservations
• Be fully conversant with all market segments and rate plans used across all distribution channels
  • Be flexible in sales technique through offering the right product to the right customer at the right time
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Responsible for effective implementation and compliance with Accor’s Reservation Standards
  • Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
  • Ensure market segmentation is accurate for each reservation
  • Merge profiles as necessary
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• To effectively handle the Top business partners with the hotel and portray vital importance and value to their business contribution with their reservations
  • Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS/S&C.
  • Be involved in all property PMS Conversions
• Complete understand and effective use of the Hotel’s telephone system
• Maintain the Reservation correspondence
• Share best practices with Reservations and or Revenue Management leader
• To assist Reservation Manager with the duties required for the smooth running of the department; non-guaranteed bookings, groups etc.
• Ensure that the department is well aware of changes, new procedures, hotel facilities etc.
• To certify that all Reservation Sales Agents are adhering to hotel standards and that these standards are implemented at all times.
• Support the Reservations Manager and/or Revenue Management leader with special projects as required

PERSONAL ATTRIBUTES

• Creativity, Listening and oral Skills
•  Ability to handle multiple tasks
•  Ability to organize work flow
•  Attention to detail.
•  Supervising, training and instructing skills

QUALIFICATIONS

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office.

EXPERIENCE

• Minimum 3 years’ experience in Hotel or Resort, as Reservations Agents.
• Luxury hotel or resort background preferred
• Understands the local culture and have worked in the region.