Reservations Manager Full Time

About the job
An Exhilarating Opportunity

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe – and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Sales Team as Cluster Director of Rooms and Events Sales will Enpower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights!

The Team

‘FIVERs’ are Cultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play even Harder. As a FIVE Tribe Member, youll Personify the distinct ‘Vibe at FIVE’ and apply it to create Insta-Perfect Experiences for our Guests that keeps them Coming Back for More. If you Dream of being surrounded by Like-Minded Individuals who share your Passion for Delivering Unforgettable Moments that last a Lifetime – then Look No Further and Unleash your Next-Level Potential.

Sustainable Indulgence at FIVE

FIVE is a leader in Sustainable Luxury Living and Hospitality, with its UAE-based Destinations being the first and only Hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022. The companys Science-Meets-Styled ‘Sustainable Indulgence’ Ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4s BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. FIVE illustrates its Commitment to making ‘Sustainability without Compromise on Luxury Living’ central to its Future Vision, with FIVE LUXE already on track to acquire LEED Platinum (BD+C). These Achievements highlight FIVE’s Comprehensive and Committed Scope of Sustainability Strategy permeating Operations, Governance and Community.

An Equal Opportunity Employer

The FIVE Tribe represents over 70 nationalities across its over 1500 ‘FIVERs’. FIVE is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels And Resorts

FIVE Hotels and Resorts prides itself on being Disruptively Different and Daringly Unique. Our Growing Portfolio of Lavish Destinations are the epitome of Glamour and Experiential Luxury, and currently consists of FIVE Palm Jumeirah, FIVE Jumeirah Village, FIVE Zurich and FIVE LUXE. Joining our Exceptional FIVE Tribe means youre part of a team who Breaks Boundaries and offers Unbeatable Next-Level Experiences at FIVE’s award-winning Hotels, Dining Concepts, and 360-Degree Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe, you will be part of a group of High Achievers who Fearlessly Challenge Conventions on a Global Stage.

Find out more here: fivehotelsandresorts.com

Key Responsibilities

Provide prompt and efficient service while maintaining FIVE standards
Ensure all FIVE’s policies and procedures are understood and adhered to, at all times
Respond positively to reservation inquiries in order to develop future sales leads as well as upsell
Train team to maintain a high level of quality in written and spoken communication skills, while promoting the hotel, facilities, events and upsell
Train team to respond to all customers in a highly professional manner and make sure that all reservations are completed accurately and to the guests expectation
Train team to follow the department standards (SOP) and achieve the targeted results i.e., quality calls, response time, number of calls and emails handled, accuracy, handling abandonded calls, maintaining reservations records, following all safety standard
To be fully conversant with all business segments (rates, offers, promotions) and an ability to handle all tasks linked to the reservations department
To maximize room revenues, and create additional revenue, by utilizing effective upselling techniques and following the strategies in place
Identify sales opportunities through individuals, Corporate Accounts, Wholesalers, and Travel Management Companies
Ensure all agents are equipped to answer internal and external phone calls and ensure positive outcomes for all guest queries and room reservation requests in a timely and efficient manner
Ensure smooth running of the reservations department
Take responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner
Ensure all supervisor and agent tasks as well as admin tasks are carried out quickly and correctly
Deliver on departmental plans and objectives, where hotel initiatives & targets are achieved
Collaborate with their immediate report, ensuring that costs and inventory are controlled, that productivity and performance levels are attained
Discuss with immediate report how to build up on occupancy level on day-to-day basis
Builds and maintains effective working relationships whilst promoting the company culture and values
Process and analyze Daily Revenue Reports – Day to day pick up, Full Month pick up report by segment, Daily Occupancy report, Weekly trend report and others

Requirements

What We’re Looking For

A hands-on approach with a ‘can-do!’ work attitude
A commitment to delivering exceptional guest services with a passion
Ability to find creative solutions while taking ownership for all duties and tasks assigned
Teamwork-oriented
A fun-to-work-with energy
Previous Reservation Manager experience in a luxury hotel is mandatory
Fluency in English (written and spoken) is mandatory, other languages such as Arabic, German, French, Spanish would be a plus
Ability to be proactive, work hard and adjust job scope as required

Benefits

Unmatched ‘FIVER’ Benefits

Immerse yourself in the dynamic and exhilarating ‘FIVE Vibe,’ where no two days are the same. Discover a work environment that encourages creativity, innovation, and bold ideas.
Experience rapid career advancement opportunities that allow you to grow and develop within the company. Receive mentorship and guidance from experienced professionals who are invested in your success. Build a fulfilling career path that aligns with your passions and aspirations.
Enjoy attractive incentive opportunities that recognise your hard work and dedication. Be rewarded for your achievements and contributions to FIVEs success.