Assistant Reservations Manager

Assistant Reservations Manager

Department: Revenue & Reservations

Employment Type: Permanent - Full Time

Location: United Arab Emirates - Dubai

Description
The incumbent in this position is responsible for following up to materialize the budgeted revenues of all segments. The position focuses on hotel's national and international accounts in terms of individual bookings. 

Key Responsibilities

• Manages rooms inventory to achieve optimum results in Occupancy, Average rate and Revenue, reviewing daily reservations accuracy, rates compliance from segment and source, system close-out when necessary and GDS rates sale-ability.
• Leads a motivated and aggressive team skillful at up-selling and/or conversion as required by the business demand.  Participates in staff recruitment, organizes on-the-job and monthly training for all staff, supervises and managers performance in order to ensure clients’ satisfaction and adherence to Kempinski service standards.
• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
• Controls rates for group business, low yield rooms’ allocations, complimentary rooms and upgrading, group space blockage and timely wash, especially during the peak season and/or high demand days when expected occupancy is above 85%.
• Works closely with Corporate Office, Trust with updated hotel information and facilitate rooms’ sale on a regular basis. Reviews Trust and GDS rates and availability keeping sufficient inventory for high yield segments.
• Ensures all sellable contracted rates are loaded in the GDS and Fidelio system for ease of reservations by companies worldwide.
• Checks regularly and disseminates information on market situation including; weekly check and report on booking trend in the market through exchanges with competitors, test calls and reports on seasonal rates book-able at competitor hotels, etc.
• Works with sales staff to analyze and forecast the Rooms business on a daily, weekly and monthly (3-months rolling forecast) in a timely manner to ensure concerned departments has sufficient time to work on their areas.
• Supervises the Reservations Agents in their daily duties, including pick-ups, travel agents’ commissions, staff responses to clients, etc.
• Assists in the preparation of the annual rooms’ budget and the manning guide for reservations and manages them within budget guidelines.
• Tracks and prepares the necessary reports required for monthly submission to Administration Office. To assist Director of Sales and Marketing for preparing the annual and monthly sales action plans.
• To follow up on lost business and bring information about them to the knowledge of the department superiors.
• To explore economic data, new developments in certain companies’ structures, new assignments, industrial complexes, new business centers, new projects which all could be of interest and benefit of the hotel and to distribute this information to concerned colleagues.
• To keep close follow up on developments of the competitor hotels (occupancy, structural alterations, renovation, special campaigns, rate promotions, marketing efforts, theme events etc.).
• To update customers with the latest development of the hotel by means of Web-site and some other available distribution channels.
• To keep reservations staff informed on all changes or developments within the hotel and the company.
• To spot-check reservations made the previous day and check all VIP arrivals.
• To prepare reports on a monthly basis.
• Responsible for maintaining all standards.
• Training, developing, and motivating staff to increase productivity.
• To keep department informed of all changes in the customer profile.
• To follow up on market trends and suggest necessary actions to Director of  Sales and Marketing.
• To monitor reservation pick-up for the coming month and share information with S & M staff.
• To monitor group bookings and work closely with group department in order to achieve budgeted figures.
• Maximize employee productivity and morale within the department and consistently maintain discipline within hotel guidelines and local regulations.
• Schedule employees in line with varying business levels in order to maximize productivity and minimize payroll costs.
• To select and recruit suitable employees for the department using prescribed set of policies and procedures.
• Have a full working knowledge and ability to supervise, train, correct and demonstrate all duties and tasks, in assigned place of work, accordingly to the standards as set.
• Train employees ensuring that they have the necessary skills to perform their duties with the maximum levels of productivity and efficiency.
• Conduct annual performance evaluations.

Competencies

• Opera central systems knowledge
• Knowledge of Opera PMS is imperative. 
• A minimum of 5 years’ experience in reservation, electronic distribution or related departments. 
• A proven track record of increasing revenue streams or strengthening the performance of a property or several properties.
• Knowledge with revenue management reports and market performance reports.
• Excellent oral and written English communication skills.
• Good Keyboard skills and proven working knowledge of Microsoft Office to include MSWord, MSExcel and MSPowerpoint.
• PMS, Opera, IDEAS and EZYield or RateTiger
• Ability to analyze data, make meaningful conclusions and base sound decisions and strategies on these.
• Knowledge of industry-specify terminology such as ADR, RevPAR, on-the-books, etc.
• Ability to adapt to a frequently changing market environment. Be proactive and able to “think outside of the box”.
• Ability to work under pressure

About Kempinski
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.

Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodation, superb cuisine and unrivalled facilities - complemented by impeccable service.

For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.

In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.

About Kempinski Hotel Mall of the Emirates Dubai

In the heart of Dubai is the five star Kempinski Hotel Mall of the Emirates, directly connected to the world-class Mall of the Emirates, guests can enjoy easy access to over 700 shops. 375 rooms and suites offer spectacular views of Dubai’s skyline, with 20 unique Aspen Chalets overlooking the incredible slopes of Ski Dubai. Indulge in Dubai's top dining with authentic Levantine cuisine at Olea, Spanish tapas and paellas at Salero and afternoon tea at Aspen. 

Ideally located in Sheikh Zayed Road with easy access to the Metro, it's the perfect starting point to discover Dubai’s beaches, golf and best attractions.

Downtown Dubai and Burj Khalifa are also only minutes away. Kempinski Hotel Mall of the Emirates is one of Dubai's best hotels for leisure or business with 17 impressive meetings and events facilities.

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