Job Information
Dubai Holding Manager - Reservations - Jumeirah Global Contact Centre in Dubai, United Arab Emirates
About Jumeirah and Jumeirah Global Contact Centre:
For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality with its unwavering Stay Different™ brand promise.
Its award-winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.
Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia, and employs over 9,000 colleagues, representing over 120 nationalities.
As Jumeirah continues to expand its global portfolio and scale up its operations to the next level of growth, we remain 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, Jumeirah Group’s mega-resort is home to four ultra-luxurious hotels –Jumeirah Al Naseem, Jumeirah Al Qasr, Jumeirah Mina A’Salam and Jumeirah Dar Al Masyaf – all nestled within 3km of picturesque waterways connected by traditional abras.
The mega resort boasts 2km of pristine beach, the award-winning Talise Spa and state-of-the-art fitness and leisure facilities, as well as exclusive accommodations ranging from penthouses and suites to private summerhouse experiences with unrivalled benefits including a leading conference and banqueting centre. Madinat Jumeirah is also home to over 50 world-class restaurants and bars, as well as a traditional souk featuring Arabian shopping stands, barrows and stalls with a blend of boutique brands, souvenir gift shops, and luxury fashion and jewellery outlets.
About the Job:
An exciting opportunity has arisen for a Manager - Reservations within the Jumeirah Global Contact. The talent will be accountable for the achievement of service standards, support the management of systems and the implementation of company strategy through projects in Central Reservations. The Reservations Manager determines and sets the operational priorities with Central Reservations in keeping with the objectives of the Business. Working closing with the Director of Global reservations and all reservations teams globally to effectively lead operations teams, bringing efficiency and effectiveness to the contact centre through innovation and excelling in customer satisfaction.
Responsible for the delivery of all internal and external Service, Quality & Commercial performances as per Central Reservations KPI objectives
Work closely with Hotel Reservation Teams to maximise revenue opportunity and reduce operational inefficiency offering support where required. Including overflow set up and resource allocation during low seasons
Attend meetings related to Reservations sharing relevant insights related to performance or trends
Responsible for ensuring all daily, weekly, monthly tasks are completed and documented related to Reservations, Audit, Revenue, compliance, and finance (Reservations Task List) and undertake spot checks to ensure compliance and sign off
Highlight any risk related to revenue, finance, and guest experience to the senior management team
Act as appoint of contact for Reservations with external partners managing and maintaining relationships
Monitor reservations automated services to ensure working to correct capacity, working with functional experts to resolve any degradation in services
Monitor and follow up on guest complaints (take ownership) and ensure a relevant solution is provided by coordinating with other departments
Ensure training of new colleagues in the department and for hotels is planned and scheduled in advanceAll aspects of people management including development, target setting, reviews, absence management, attrition, performance, and disciplinary procedures
Motivating and inspiring direct reports and managers to lead their teams to success
Complete recruitment for team including raising of new hire requests
Complete month KPI reporting to Director of Reservations and Director of Revenue for hotel
Assist in the maintenance of Global Reservations Teams and systems for operations, knowledge, and resources
About you:
The ideal candidate for this position will have the following experience:
Bachelor Degree level from an accredited and renowned University
Excellent knowledge of PMS Systems. [Advanced]
Minimum of 3+ years’ leadership experience in hospitality management or similar customer experience
Excellent knowledge of PMS systems
Experience in people management with exposure to managing a team
Experience in delivering/implementing projects and innovative technology
Team Player - Collaborates positively and effectively with others and team
Flexible and adaptable to changing business needs and processes
Know How of reservations software
Multi-channel customer management systems (Advance)
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, flights home, accommodation, life insurance, functional incentives 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.