Reservations Manager 
(13108)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Gleaming in the vibrant heart of New Dubai, enveloped in private sands and luxuriant gardens, One&Only Royal Mirage is a sanctuary of traditional splendour where indulgence and excitement gloriously combine. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

With stunning resorts located across the globe and exciting expansion planned, Kerzner International currently has a fantastic opportunity for an experienced Reservations Manager to join One&Only Royal Mirage Hotel in Dubai.

With the global growth of our brands, you will be an integral part of Resort’s success and your role goes beyond developing potential relationships with our clients where you will be responsible for the leading and guiding the entire Reservations team to achieve departmental objectives and our core values.

Key Duties and Responsibilities

• Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply, and demand etc. and knows how to sell against them.
• Monitors same day selling procedures to maximize room revenue and control property occupancy.
• Tracks late cancellation/no-show reservations and processes charges as needed.
• Making sure that the set departmental annual objectives are met, and the team is working together to achieve the target.
• Ensure that the departmental Appraisals are completed and submitted on time.
• Reviewing the staff performance, identifying staff training needs and planning training sessions.
• Planning and developing staff recruitment with HR department.
• Develops implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Support and encourages team members to take on new and challenging assignments to help developing their skills.
• Conducting departmental operational meetings.
• CES survey – Points recommended and agreed are followed as per the action plan submitted.
• Ensure departmental KPI’s defined to the team is aligned to the department’s strategy and with the overall strategy of the company. Assess the current state and define a course of action to achieve desired future goal, “what is measured gets done”.
• Keep a record of guest feedback. Develop and put new processes in place to increase quality of customer service and monitor guest satisfaction whether new initiatives have had a positive or negative impact on satisfaction.
• Attending to all guest complaints by reviewing and responding within 24 hours to achieve a satisfactory result, both for the guest and the organization.

• Monitors and controls the entire Selling & Promotion Day to day operation including administrative and scheduling functions, always ensuring adequate staffing coverage.    
• Spot check on calls for consistency in service delivery.
• Identify opportunities that will move the business forward and improve operational effectiveness.
• Ensures every caller directed to the Reservations department receives an optimum level of services and care at all times.
• Monitors telephone call volume and initiates solutions to avoid overflow calls.
• Coaching, motivating, and retaining staff. Co-ordinating any reward/awards and incentive schemes to the team.
• Recording statistics, user rates and the performance levels of the department and preparing reports.
• Creates and maintain effective relationship with reservation team as well other departments.
• Developing, implementing, and reviewing core responsibilities and task.
• Attends to all enquiries, complaints, liaising with Assistant Manager, supervisor to gather information and resolve issues.
• Monitor mystery shopper calls and conduct coaching to improve quality and track operative performance.
• Carries out regular spot checks within the department to ensure that the standards outlined in the Standard Operating Procedure manual are being adhered.
• Updating of Standards Operating Procedures on regular basis, initiating changes whenever necessary.
• Daily checks of the Reservations Trace report ensuring all traces are suitably resolved before day end.
• Oversee the no-show and late cancellations with the colleagues on a daily basis, to ensure that incremental revenue is raised on a daily basis.
• To ensure that the Reservations team is aware of all promotional rates and packages.
• Conducts on the job training & annual appraisals sessions with the team.
• Suitable candidate will be reporting directly to the Director of Sales & Marketing.

Skills, Experience & Educational Requirements

• Minimum 5 years’ experience in acknowledged resorts and hotels
• Minimum 3 years’ experience in acknowledged resorts and hotels as Director of Reservations
• Advance spoken and written English, (Arabic and/or other language is an advantage)
• University Graduate preferred.
• Good knowledge in Property Management Systems “OPERA”, and Revenue Management system.
• Customer service orientated.
• Confident & self-motivated.
• Strong operation focus.
• Pro-active approach and strong drive for result.
• Financial understanding.
• Teamwork.
• Multi-tasking.

At One&Only creating JOY is at the forefront of everything we do. If you are the one to make every detail count & are bold to go beyond the obvious in every task assigned with positive energy & have the passion to make it happen, then we are looking for you.

Please apply directly through this website and submit your most recent CV which includes a recent ID picture of you. Applications that does not meet the requirements will not be considered.

We Thank You for your interest at Kerzner – The One&Only Resorts. Please note that only shortlisted candidates will be contacted.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.