Reservation Manager

Company Description

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit 

Do what you love, care for the world, dare to challenge the status quo!

#BELIMITLESS

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

What’s in it for you:

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Job Description

 

• Oversee and manage the day-to-day operations of the hotel's reservations department, ensuring smooth and efficient processes.
• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings.
• Supervise and train reservations staff, providing guidance, support, and ongoing performance feedback.
• Handle complex guest inquiries, resolve issues, and provide solutions to maximize guest satisfaction without loss in revenues.
• Ensure exceptional customer service by promptly responding to guest inquiries, requests, complaints and ensuring there is not loss of business.
• Collaborate with other hotel departments to ensure seamless guest experiences and effective communication.
• Maintain positive relationships with guests, travel agents, corporate clients, and other stakeholders.
• Anticipate guest needs and personalize service to enhance the guest experience.
• Handle reservation changes, cancellations, and special requests in a professional and efficient manner.
• Generate regular reports on reservation statistics, occupancy, and revenue performance.
• Foster a positive and collaborative work environment within the reservations department.
• Coordinate with other hotel departments, such as front office, sales, and marketing, to ensure seamless operations.
• Conduct regular meetings with the reservations team to communicate updates, goals, and performance expectations.
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development to ensure the sustainability of the reservation department.
• Monitor reservations and revenue systems and ensure accurate and up-to-date availability, rates, and inventory across all channels.
• Develops Action Plans to reach daily / monthly / yearly KPIs.
• Completes all rooms forecasting to accurately project demand and pick up for groups and transient, both short and long term.
• Maintains records pertaining to market segments, transient pace numbers, forecasts, and other rooms’ data.
• Coordinate updates/stay restrictions or rate changes to reflect the hotel selling strategy in response to the market demand.
• Records competitive set pricing and yield strategies and completes analysis on the market and its opportunities based upon the competition and previous history.
• Makes sure rate leakages are handled and solved in a timely manner. Use Fornova system to resolve all the rate leakages for all connected partners.
• Develop and implement strategies to optimize room revenue and occupancy levels.
• Analyse market trends, competitor pricing, and demand patterns to make informed decisions in collaboration with Cluster Director of Revenue Management.
• Monitor and adjust room rates based on market conditions and demand fluctuations in collaboration with Cluster Director of Revenue Management.
• Makes sure rate plans are correctly indexed / loaded and distributed to all channels
• Utilize revenue management tools and systems to forecast demand and maximize revenue potential.
• Analyse data to identify trends, opportunities, and areas for improvement.
• Provide insights and recommendations to the management team based on analysis.
• Group rate evaluation of high demand exhibitions.
• Prepares the weekly RevMax meetings and ensures completion of slides by all allied departments.

Qualifications

 

• Higher education (tourism and hotel management)
• Good command of English is required
• Experience in the relevant position
• Knowledge of Microsoft Windows computer programs:
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must possess professional telephone etiquette and have an excellent command
• Strong team player who can work independently in a fast-paced environment
• Dynamic, willing to learn
• Have good sales and presentation skills
• Ability to manage multiple tasks at the same time
• Management experience would be an advantage.
• Strong analytical, organizational and creative thinking skills
• Pre-Opening experience would be a plus

Additional Information

Your team and working environment:

• Rixos Premium Saadiyat Island is a unique resort; where exclusivity and luxury define every experience, every time. Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.
• At Accor, we are Heartists!

Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists at Rixos Premium Saadiyat Island, every day, we look for opportunities to engage on a personal & meaningful way with our guests and each other.  We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding