Cluster Reservations Sales Supervisor - Intercontinental Hotels Group Dubai Festival City

What’s the job? This role reports directly to the Reservations Manager and the primary responsibility of this role is to align the Reservations policies and procedures to deliver Great hotels guests love and create the right environment in which our colleagues can experience our Winning Ways and IHG® commitment. Under the direction of the Reservations Manager, the Reservations Supervisor is responsible for supervising the operations of the Reservations Department during shift by assisting to co-ordinate operational plans to meet Hotel sales targets. In addition to maximizing reservations opportunities for each of the DFC properties, including rooms and restaurants for Crowne Plaza DFC, Intercontinental DFC and InterContinental Residences DFC. Promoting the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos. Your day-to-day

• Monitor on daily basis GRC and cut off date for each blocks.
• Perform arrival check for bookings i.e. 24hrs arrival check or reservation made yesterday.
• Prepare Group Movement on daily basis to understand the pickup and wash of room revenue.
• Balancing system by OXI to avoid any last minute reservation Glitch.
• Monitor on daily basis on unpicked room and remind the account manager for Rooming list.
• Verify Delphi block comparison with opera blocks.
• Audit inhouse reservation i.e. rate, grid, profile, amount, routing, etc.
• Ensures all tasks on the daily checklist are carried in an efficient and timely manner (including but not exclusive to all reports, no shows/cancellation processing and spot checks).
• Ensures Sales Agents record and process reservations made by phone/fax/email, as well as amendments to reservations.
• Ensure the team is motivated to work at their highest individual levels of performance.
• Ensure Sales Agents sell InterContinental, Crowne Plaza and InterContinental Residence Suite product and services for rooms, restaurants and golf club by using up-selling, cross-selling and suggestive selling techniques through coaching.

• Minimum 2 years call-centre or hotel operations experience.
• Minimum 1 year experience in supervisory role.
• Minimum secondary education completed. Desired Bachelors.
• Intermediate knowledge of Microsoft Office
• Advanced in writing and speaking English
• Knowledge of Arabic language desired.
• Ability to work both independently and within a team environment.
• Ability to lead and motivate team members.

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG^® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

• Contact: n/a
• Reference: CatererGlobal/288594832
• Job ID: 99617928