Reservations Supervisor - Abu Dhabi, United Arab Emirates - Mandarin Oriental Hotel Group
Description
Manage rooms inventory to achieve optimumresults in occupancy, average rate and revenue, reviewing dailyreservations accuracy, rates compliance from segment and source,system close-out when necessary and rateavailability.
Train, develop, and motivate staffto increase productivity.
Participate in staffrecruitment, organize on-the-job and monthly training for allstaff, supervise and manage performance in order to ensureclients' satisfaction and adherence to Emirates Palaceservice standards.
Maintain good workingrelations with other departments and keep close contact withregular guests, ensuring their needs are identified, and relayed toconcerned departments for servicedelivery.
Review MyFidelio, OCM & PMSavailability keeping sufficient inventory for high yieldsegments.
Ensure all sellable contracted ratesare loaded in all systems for ease of use byReservations.
Ensure all internal packagebreakdowns are loaded and in line with financialdepartment.
Supervise the Reservations Agents intheir 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 of theinternal 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-checkreservations made the previous day and check all VIParrivals.
Prepare reports on a monthlybasis.
Maintain all reservationstandards.
Keep department informed of allchanges in systems or procedures.
Monitorreservation pick-up for the comingmonths.
Maximize employee productivity and moralewithin the department and consistently maintain discipline withinhotel guidelines and local regulations.
Testcalls LQA / IFH results > 85%.
Maintain aninternal up sell programme for the Reservations department(benefits / team competition).
Schedule employeesin line with varying business levels in order to maximizeproductivity and minimize payroll costs.
Selectand recruit suitable employees for the department using prescribedset of policies and procedures.
Conduct annualperformance evaluations.
Perform any other dutiesas assigned to him/her by management.
FunctionalCompetencies:
Must beaccurate, attentive to details, friendly with guests, colleaguesand superiors, a good team member, patient, should be able to workunder stress.
Previous experience in thereservations department is a must.
Must be ableto lead a team, to maintain the team spirit.
Hasto treat staff according to their professional performance,avoiding personal judgement.
Must have goodlistening skills and clear speech.
Has to be wellgroomed, maintain the working place tidy
Must bean example for subordinates.
Ability to solveinterpersonal conflicts in a smooth and effectiveway.
Ability to prioritize tasks correctly, toassign tasks to subordinates and to make efficient followup.
Good time managementskills
Must comply with company competencies andMOHG culture.
Other Skills:
Knowledge of PMS, includingconfiguration
Administration and secretarialskills
Supervisory experience andskills
Trainingtechniques
Computerliterate
Meticulous
Neat andtidy
Team player
Leadershipskills
Able to work underpressure.
Willing to takeresponsibilities.
Positiveattitude