25 Oct
Recognized
Dubai
Description
Job Summary:
The Team Leader - Reservations is responsible for overseeing the reservations department, ensuring exceptional service delivery and operational efficiency. This role requires strong leadership skills, attention to detail, and a comprehensive understanding of hotel reservation systems and processes.
Responsibilities:
- Supervise Reservations Team:
- Lead, mentor, and motivate reservations staff to achieve high performance and customer satisfaction.
- Conduct regular team meetings to communicate goals, updates, and provide training on best practices.
- Develop and implement performance metrics to track team effectiveness.
- Manage Reservations Process:
- Oversee all reservation activities,
ensuring accuracy and compliance with hotel policies and procedures.
- Handle complex reservation inquiries and special requests, providing tailored solutions to enhance guest experiences.
- Implement streamlined processes to improve efficiency and reduce errors.
- Customer Service Excellence:
- Ensure a high level of customer service is maintained at all times, addressing guest concerns and feedback promptly and professionally.
- Train team members in effective customer service techniques to enhance guest satisfaction and loyalty.
- Monitor guest interactions to ensure service standards are met or exceeded.
- Training and Development:
- Provide ongoing training and development opportunities for team members to enhance their skills and knowledge.
- Conduct performance evaluations and provide constructive feedback to staff.
- Organize team-building activities to foster a positive work environment.
- System Management:
- Utilize hotel management software to manage bookings, cancellations, and inventory effectively.
- Ensure data integrity and accuracy in the reservations system, troubleshooting any discrepancies.
- Stay updated on new software features and enhancements to maximize team productivity.
- Collaboration:
- Work closely with other departments, such as Front Office, Sales, and Marketing, to optimize occupancy rates and revenue generation.
- Participate in weekly revenue meetings and strategy sessions to align departmental goals with overall hotel objectives.
- Assist in developing promotional campaigns to attract more bookings.
- Reporting:
- Generate and analyze reports on reservations, occupancy trends, and revenue forecasts, providing insights and recommendations for performance enhancement.
- Prepare and present performance reports to senior management.
- Identify opportunities for process improvements based on report findings.
- Compliance and Standards:
- Ensure adherence to hotel policies and procedures, maintaining high standards of professionalism and presentation within the team.
- Conduct regular audits of reservation processes to ensure compliance and identify areas for improvement.
- Stay updated on industry best practices and incorporate them into departmental procedures.
Requirements:
- Proven leadership and team management skills in a hotel or hospitality setting.
- Strong analytical skills with experience in data analysis and reporting.
- Excellent communication and interpersonal skills for effective collaboration with staff and guests.
- Proficiency in hotel management software and reservation systems.
- Ability to handle stressful situations and resolve conflicts effectively.
Level of Education:
- Degree or diploma in Hospitality Management, Business Administration, or a related field is preferred.
Work Hours:
- Full-time position with flexibility to work evenings, weekends, and holidays as required.
Experience in Months:
- Minimum 24 months of experience in a reservations role, with at least 12 months in a supervisory capacity in a hotel or similar environment.