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Reservation & Service Center Manager

  • United Arab Emirates, Middle East
  • Unspecified

·Assists in maximizing room sales and revenue.

·Monitor, control, and review regularly the room and rates availability, hotel status, close-out dates and overbooking situation while observing occupancy forecast.

·Monitors and ensures that all reservations are inputted into the system promptly and accurately by the team members of Reservations & Service Centre. Keep all charts, records, files and correspondence updated and accurately.

·Ensure full support in developing team’s performance through training plan and evaluation.

·Ensure smooth operations in the reservation and call/service center’s environment by providing a top-quality service and seek opportunities to generate maximum revenue through presenting a complete information and products, reservation processes, and up-selling techniques whenever it is possible.

·Support revenue function and management through coordination and guidance of Director of Revenue Management that includes distribution, forecasting, month-end reports, budgeting, controlling BAR rates at all channels, and monitoring Duetto RMS.

·Provide information about room performance, booking patterns and market trends for future business initiatives.

·Monitor competitors’ performance including pricing strategies and familiar with market intelligence tools.

·Effectively manage and be in control of inventory (transient, group, wholesale allotments etc.) and pricing strategy in all distribution channels including brand website, 3rd party sites and GDS to produce the maximum yield.

·Track and identify commissionable bookings.

·Liaise with Sales and Marketing department for sales promotions and programs, contracted rates and agreements, group/bulk booking requirements and communicate need periods of the hotel.

·Extends full cooperation within and between other departments.

·Informs/Calls the attention of the Director of Revenue for situations like: overbooking, book-out, system failure and other critical cases. Consults with Director of Revenue before making any critical decision at work.

·Observes and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards and policies.

·Regularly updates data system for contracts, rates and agreements, guest/client information and other important information.

·Involve in recruitment and hiring process of new joiners into the department.

·Generates monthly business reports or performance for the management and owners whenever it is necessary.

·Is familiar with the emergency procedures of the hotel.

·Knowledgeable in hotel and guest room facilities/services.

·Observes and ensures that proper telephone manners are maintained at all times.

·Monitors and coordinates group reservations activity with the Sales Department and Director of Revenue.

·Follows up tentative individual and group bookings and update reservation status.

·Reviews no-show and cancelled reservations and processes charges according to hotel’s policy.

·Performs other duties as assigned by Director of Revenue.

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