Reservations Manager

Job Responsibilities

• Understand and disseminate corporate and hotel policies and standard operating procedures to colleagues.
• Ensure compliance with the MOHG Code of Conduct in all business activities and decisions.
• Support the Mandarin Oriental Jumeira, Dubai Human Resources Strategic Policy.
• Support all learning and development activities.
• Manage On-the-Job trainers and training.
• Conduct Group Training Technique trainers and training.
• Update and maintain a complete Training Matrix for your department.
• Update and maintain Job Description and Job Specification Matrix for your department.
• Prioritize and document colleagues' career path and development needs in accordance with the MO Profile online system.
• Hold monthly meetings with colleagues to address concerns and share departmental and hotel information.
• Safeguard stored information and not divulge any personal data or confidential information without appropriate authority.
• Adhere to policies regarding the use of the hotel's network and internet access.
• Support and adhere to all policies and procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy.
• Uphold a zero-tolerance policy on all forms of harassment or discrimination.
• Act as a hotel ambassador at all times.
• Carry out any additional duties requested by management related to hotel operational activities.

Managerial Duties

• Manage team and inventory to maximize revenues and guide the team to achieve goals.
• Maintain and improve reservations operations to ensure accuracy in guest reservations and maximize revenue opportunities.
• Ensure audited results meet standards required in LQE, MOQA, and Forbes.
• Supervise daily tracking of no-show and cancellation reservations as well as daily arrivals.
• Check daily arrivals to ensure necessary billing instructions are applied to reservations.
• Develop team members effectively and foster a culture of high-quality standards in customer service and productivity.
• Monitor same-day selling procedures to maximize room revenue.
• Assist the Revenue Manager in preparing and organizing the weekly revenue strategy meeting.
• Prepare three-month market segment outlook and monitor actual versus forecast for plan achievement in the absence of the Revenue Manager.
• Manage third-party sites and agents under the supervision of the Revenue Manager.
• Understand overall market conditions and competitors to enhance sales strategies.
• Identify and close opportunities based on market conditions and property needs.

Departmental Duties

• Control rooms inventory including allocation and reservations to maximize yield.
• Ensure all requests are handled by the team within the company’s timeframe.
• Ensure colleagues have current knowledge of processes, policies, and promotions necessary for their duties.

Customer Focus

• Support customer loyalty and brand standards by delivering service excellence.
• Grow market share by servicing customers effectively.
• Build strong relationships with customers, guests, and colleagues to understand their needs.
• Set a positive example for the Reservations Department.