Job Summary:
We are seeking a skilled Reservations Manager to join Jumeirah Global Contact Centre. The candidate will oversee operational priorities within Central Reservations, working closely with the Director of Global Reservations and teams globally. The role involves driving efficiency, maximizing revenue, and ensuring top-tier customer satisfaction through innovative solutions.

Responsibilities:

• Achieve service, quality, and commercial performance standards as per Central Reservations KPIs.
• Collaborate with hotel reservation teams to maximize revenue and minimize inefficiencies, offering support during high demand or overflow periods.
• Lead daily, weekly, and monthly tasks related to reservations, audits, revenue, compliance, and finance. Perform spot checks to ensure compliance.
• Identify and escalate any risks related to revenue, finance, or guest experiences to senior management.
• Serve as the key contact for external partners, maintaining strong relationships with third-party stakeholders.
• Monitor automated reservation services, ensuring they function at optimal capacity. Coordinate with specialists to resolve any service disruptions.
• Handle guest complaints, ensuring timely resolutions in collaboration with other departments.
• Plan and schedule training for new colleagues in the reservations department and at the hotel level.
• Manage all people-related activities, including staff development, performance reviews, absence management, and disciplinary procedures.
• Motivate and inspire managers and team leaders to achieve high performance standards.
• Oversee the recruitment process, including new hire requests.
• Provide monthly KPI reports to the Director of Reservations and Director of Revenue.
• Assist in the maintenance of Global Reservations systems and processes to enhance operational knowledge and resources.

Requirements:

• 3+ years of leadership experience in hospitality management or customer experience roles.
• Strong people management skills with experience in leading diverse teams.
• Proven experience in delivering and implementing projects and technology-driven solutions.
• Excellent problem-solving skills and the ability to handle guest complaints efficiently.
• Advanced knowledge of PMS systems and reservation software.

Level of Education:

• Bachelor's Degree from an accredited university, preferably in Hospitality Management or Business Administration.

Work Hours:

• Full-time role, flexible working hours including weekends and holidays based on business needs.

Experience in Months:

• Minimum of 36 months in leadership roles within hospitality or a similar customer service environment.