Reservations Supervisor

Emirates Palace Mandarin Oriental, Abu Dhabi is looking for a Reservations Supervisor to join our Reservations team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Emirates Palace Mandarin Oriental, Abu Dhabi is the definition of an unrivalled Arabian fantasy. From a 1.3km pristine private beach, landscaped pools and a private marina overlooking a natural bay, the hotel is located in the heart of Abu Dhabi and perfect for a once-in-a-lifetime holiday or for events and meetings that make a statement, with some of the city’s largest hotel conference centres. Emirates Palace, Abu Dhabi offers award-winning 5-star luxury hospitality and authentic local experiences with 390 luxurious rooms and suites along with award-winning culinary cuisines.

About The Job

Based at the Emirates palace Mandarin Oriental, Abu Dhabi within the Revenue - Reservations Department, the Reservations Supervisor is responsible for the efficient functioning of the Reservations department. The Reservations Supervisor reports to the Assistant Reservations Manager.

As Reservations Supervisor, you will be responsible for the following duties:

• Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and rate availability.
• Review Opera & PMS availability keeping sufficient inventory for high yield segments.
• Prepare the team roster.
• Submit the monthly payroll.
• Control no show and late cancellation charges.
• Train, develop, and motivate staff to increase productivity.
• Participate in staff recruitment, organise on-the-job and monthly training for all staff, supervise and manage performance to ensure clients’ satisfaction and adherence to Emirates Palace Mandarin Oriental service standards.
• Responsible for the preparation and onboarding of new colleagues.
• Prepare the monthly training calendar.
• Supervise the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
• Maintain good working relations with other departments and keep close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Update Serenata configuration / offers / confirmation letters set-up in corporate design, if applicable.
• Ensure that the team is aware of the internal credit policy.
• Follow up on lost business and bring information about them to the knowledge of the department superiors.
• To monitor the volume of emails and assign them accordingly in Folders
• Carry full reservations made the previous day quality check.
• Responsible to ensure Corporate/consortia emails are answered within 2 to 3 hours. Individual emails and DMC`s answered in 24 hours as per the standards.
• Ensure that OTA extranets being handled for guest response. Handle the reservations for the Executive Office and VIP bookings.
• Carry the quality check for arrivals in the next day.
• Attend the pre- arrival meeting and ensure that the information is shared with the operations department.
• Prepare reports monthly.
• Maintain all reservation standards.
• Keep department informed of all changes in systems or procedures.
• Monitor reservation pick-up for the coming months.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Test calls LQA results > 85%.
• Maintain an internal up sell programme for the Reservations department (benefits / team competition).
• Schedule employees in line with varying business levels to maximize productivity and minimize payroll costs.
• Select and recruit suitable employees for the department using prescribed set of policies and procedures.
• Prepare/Consolidate upselling report and submit it to Reservations Manager.
• Handle guests complain if any and assist team members to overcome operational challenges.
• Responsible for the preparation and onboarding of new colleagues.
• Carry daily briefings in the department.
  
  

• Minimum experience of two years within a luxury hotel is required, resort experience will be preferred.
• Bachelor’s degree in hospitality management or relevant field is preferred.
• Training techniques, excellent communication and organizational skills.
  
  

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.