Manager – Room Reservations – Madinat Jumeirah Resort

Job Description

About Jumeirah and Madinat Jumeirah Resort:

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Different™ brand promise.

Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated signature dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 25 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah is committed to embedding equality, diversity, and inclusion in all its practices, embracing a culture that celebrates diversity.

Madinat Jumeirah – The Arabian Resort of Dubai is a magnificent tribute to Dubai’s heritage. The resort comprises of three grand boutique hotels: Jumeirah Mina A’Salam, Jumeirah Al Qasr, Jumeirah Al Naseem and a collection of 29 traditional summer houses known as

Jumeirah Dar Al Masyaf. In addition, there’s seven exclusive Malakiya Villas, over 50 world-class restaurants and bars, a traditional souk, 3km of waterways with abras, a leading conference and banqueting centre, 2km of private beach, the award-winning Talise Spa and the Talise Fitness health club.

About the Job:

To Manage and effectively lead the resort reservations department in order to ensure all functions and responsibilities are executed to the highest standards. The Reservations Manager should effectively coordinate with all concerned departments, monitor daily pick up and allotments/blocks for the resort in order to ensure the hotel maximises occupancy, ARR and RevPAR. Reservations manager must ensure all reservations are inputted corrected and manage relationships with our guests/partners in order to ensure the hotel achieves the highest standards of service.

Your key responsibilities will include:

• Assists Revenue Manager in all duties pertaining to the department as needed.
• Carry out regular spot checks within the department to ensure that standards outlined in the SOPs are adhered to.
• Ensure that all concerned departments are aware of all ongoing promotions and booking procedures.
• To Manage and coordinate all group block for the entire resort and coordinate with all concerned departments.
• To manage and oversee the process of reviewing the No Show/cancellations for the resort in order to ensure payment is processed.
• To manage and coordinate the process of arranging visas for guests arriving to Madinat Jumeirah in accordance with hotel standards.
• To effectively manage the process of developing proforma invoices for guests/Travel agencies and following up to ensure payment is received in accordance with hotel standards
• To manage the allotments and blocks for resort
• Assist in training the department staff according to the Standard Operations Policies and Procedure.
• Identifies end evaluates business trends & needs and uses this information to set and review departmental objectives.
• Continuously monitors and measure telephone manners, handling of VIP guests and general operational performance of reservations staff.
• Attends to all enquiries, complaints/comments and requests regarding reservations and/or reservations operations procedures in a timely manner.
• Monitor overflow telephone calls to central Reservations, incoming telephone traffic and business trends and prepare the Rota to ensure optimum coverage of the department at all times.
• Ensure that staff working hours are recorded accurately and in accordance with the hotel policies and procedures.
• Arrange, coordinate and chair weekly departmental management meetings and quarterly departmental meetings whenever possible.
• Assist in the recruitment of staff for the Reservations Department by interviewing possible candidates
• Analyze the results of Telephone Test Calls as well as JD Powers Feedback and take appropriate action, follow up and record necessary documents.
• Advise the Room Division Managers of reservation requests received from VIP guests

Financial Accountability will include:

• Work closely with Sales and Revenue Department to avoid rate discrepancies, ensuring that rate information in the PMS is accurate and current at all times.
• All rebates coming from accounts are thoroughly checked and if necessary, declined prior to being signed off.
• Ensures that every sales opportunity for the hotel in understood and explored by every member of the team

About you:

The ideal candidate for this position will have the following experience and qualifications:

• 2-3 years’ experience as Assistant Reservations Manager / Reservations Coordinator
• Degree in Hotel management
• Excellent PMS knowledge
• Excellent communication skills is highly essential
• Excellent Computer Skills
• Time management skills

About the Benefits:

We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, flights home, life insurance, incentive programs, children’s education assistance and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry.