Manager - Room Reservations - Jumeirah Zabeel Saray - (210000W1)
About Jumeirah & the Hotel:
At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.
We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.
Jumeirah Zabeel Saray is a luxurious beachside resort located on the west crescent of the iconic Palm Jumeirah in Dubai. The interior of the resort is inspired by the ancient palaces of Turkey and features hand-painted finishing, Turkish artworks and stunning murals inspired by the Golden Age of the Ottoman Empire. The resort offers 405 rooms and suites, 38 Royal Residences and the award-winning Talise Ottoman Spa, one of the largest and most luxurious spas in the Middle East. The resort offers Sinbad’s Kids Club complete with splash park, nightlife destination Music Hall and a collection of eight diverse restaurants which offer a vibrant selection of culinary experiences. The resort also offers motorized and non-motorised water sports, complete with private jetty offering shuttle boat transfers to and from the main-land of Dubai.
About the Job:
An opportunity has arisen for a colleague to join our Revenue Management team in Jumeirah Zabeel Saray, as Room Reservations Manager. The main duties and responsibilities of this role:
Assists Director of Revenue in all duties pertaining to the department as needed.
Responsible for the delivery of all Service, Quality & Revenue KPIs in the operation.
Responsible for ensuring all daily, weekly, monthly tasks are completed and documented related to Reservations, Audit, Revenue, compliance, finance, Visa’s and Groups (Reservations Task List).
Optimise resource collaborating to ensure e-mail response times and calls and answered within service level targets.
Undertake spot checks to measure application of required standard operating procedures.
Monitor and follow up on guest complaints (take ownership) and ensure relevant solution is provided by coordinating with other departments.
Work with Revenue, Sales and Front Office to establish and manage priorities.
Make sure that the department is always updated with any required information about our properties in terms of services offered, new rates applied, selling strategy etc.
Report any system or rate issues to the management immediately.
To perform other duties that management may from time to time reasonably require.
Stand in for Director of Revenue in absence and meet with Senior stake holders.
Motivate and manage the team to achieve best in class and sustainable service levels in keeping with the defined standards identifying opportunities for improvement.
Lead by example in all areas of work both performance and behavioural.
Training of new colleagues in the department and ensuring all business training requirements are completed.
Fix business and personal development targets for each member of the team.
Monitor, assess and act as a coach to help deliver outstanding results.
Monitor and evaluate min 4 calls and e-mails per colleague per month, by the target date for inclusion in the monthly bonus scheme.
Ensure efficient communication across teams/departments and harness feedback for effective decision making.
Monitor quality of calls and customer data entered by team in system.
Conduct Annual Performance Reviews.
Conduct daily briefings with Reservation Team.
Conduct one 1-1 session with each of their Team, monthly.
Conduct formal HR meetings related to performance or behavioural issues including attendance.
Assist in the recruitment of Reservations Teams.
The ideal candidate for this position will have the following experience and qualifications:
2-3 years experience as Assistant Reservations Manager / Reservations Coordinator.
Degree in Hotel management (desirable).
Excellent PMS knowledge.
Experience in managing large teams between 10-30 people.
Strong technical, numerical and analytical skills.
Competent in all MS Office 365 applications.
Fluent in English (written & verbal) additional languages desirable.
Positive and enthusiastic individual to motivate team.
Training, coaching, action/performance planning and interview skills.
Strong leader able to effectively challenge to drive positive results.
Team player - Collaborates positively and effectively with others and team.
Flexible and adaptable to changing business needs and processes.
Initiative – Identifies issues or area for improvement and taking ownership to resolve.
95% Call Capture wit calls answered in 15 seconds.
24hr response time for Emails (VIP Emails 12hrs).
LQA/CSI/Mystery Shop audits and surveys – 85%+.
Reservation Conversion 30%+ on contacts.
Provide monthly reporting for Director of reservations for review.
Resolve complaints/ Negative feedback investigations and resolution (within the day).
About the benefits:
This position offers a highly competitive salary and package which includes: live out allowance or accommodation, uniform, laundry services, meals during working hours, flight allowance every year, medical coverage, life and accident insurance, retail and leisure discounts, F&B discounts.
PRIMARY LOCATION: United Arab Emirates (AE)-Dubai-Dubai
ORGANIZATION: Jumeirah Zabeel Saray [JZS]