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Assistant Reservations Manager

  • Dubai

Mandarin Oriental Hotel Group

Position: Assistant Reservations Manager
Property / Office: Mandarin Oriental Jumeira, Dubai
Location: Dubai, United Arab Emirates


  • Provide day to day supervision, training, direction and leadership to Reservation colleagues, including scheduling, performance management and short to medium term planning.
  • Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals.
  • Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue.
  • Understands seasonal and historical trends and work within them to ensure maximum occupancy and average room rates.
  • Assist in the recruiting, managing, training and developing of the Reservation team.
  • To constantly monitor the market and the competition and report on threats and opportunities.
  • Attends major events in hotel & city as requested by Department Head.
  • Ensure that audited results met the standards required
  • Ensures all requests are handled in the time frame set by the company.
  • Double-check the daily arrival, cancellation, no-show, and VIP reports for accuracy.
  • Checks new accounts and new rates and checks accuracy of all contracted rates inputted in PMS.
  • Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
  • Ensure information provided to Guests is accurate and individualized.
  • Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
  • Services our customers in order to grow share of the account.
  • Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
  • Handles guest complaints and disputes.
  • Ensures an excellent working relationship with all colleagues within the hotel.
  • Leads by example in fostering positive colleague relations and demonstrating values.
  • Trains the agents in areas of up selling, cross-selling and ongoing skill set knowledge.
  • Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
  • Utilizes all available on the job training tools for colleagues.
  • Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
  • Ensure all Policies and Procedures are understood and adhered to by all agents.
  • Assist in preparing daily no-show and late cancellation, weekly and monthly reports.
  • Coordinate office activities to ensure work updates are consistently maintained and all correspondence promptly handled on the same day received.
  • Attends weekly and monthly department meetings and prepares accordingly.
  • Conducts sites visits as required by hotel operation.
  • Participates in Client Entertainment with Sales Department as required.
  • Joint Sales calls with team as required.

Skills & Qualifications

  • Senior School qualification or equivalent.
  • Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management.
  • Previous experience working in a 5-star hotel environment.
  • Previous experience working in the GCC preferred.
  • Good knowledge on computer systems i.e MS Office applications.
  • Prior experience with PMS system.
  • Hotel pre-opening experience preferred.
  • Mature and outgoing personality with excellent interpersonal skills.
  • Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
  • Performs job with attention to details and ability to organize and handle multiple tasks effectively.
    Clear communication; effective verbal and written communication skills in English and preferably in Arabic.
  • Proven ability to successfully motivate and lead a team.
  • Ability to plan and organize.
  • Trainer skills and ability to mentor and develop team members.

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