Assistant Reservation Manager

Job description / Role

Company description

We are far more than a worldwide leader. We are more than 240,000 women and men who share something unique. Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences.
Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion.

Raffles the Palm

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world's largest manmade island and archipelago. This luxurious five-star hotel with 353 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job description

The position

The Assistant Reservations Manager supports the Reservations Manager in overseeing all aspects of the hotel's booking operations. This role ensures that reservations are handled efficiently, accurately, and with a high level of customer service, contributing directly to guest satisfaction and revenue optimization.

Key roles & responsibilities

• Ensures the daily operations of the Reservations Department run smoothly by managing task checklists and confirming timely completion and review.
• Spot-checks previous day's reservations and verifies all VIP arrivals to ensure accuracy and readiness.
• Supports recruitment efforts, facilitates monthly and on-the-job training, and evaluates staff performance to uphold Raffles service standards.
• Leads training initiatives aimed at fostering professionalism, boosting productivity, and delivering exceptional guest service.
• Motivates team members through coaching and discipline aligned with hotel guidelines and local laws.
• Maintains strong relations with departments such as Front Office to coordinate guest needs and enhance service delivery.
• Works closely with the Groups Department to monitor room blocks, process rooming lists promptly, and adjust allocations as needed.
• Keeps the Reservations Team updated on all developments within the hotel and company.
• Assists in supervising Reservations Agents, ensuring tasks such as travel agent commissions, guest inquiries, and pick-ups are handled efficiently.
• Prepares and submits necessary reports to the Administration Office on a monthly basis.
• Follows up on lost business opportunities and reports findings to department leaders.
• Fully knowledgeable in all business segments, rates, promotions, and departmental functions, executing responsibilities with finesse.
• Adheres strictly to hotel policies concerning fire safety, hygiene, and health regulations.
• Demonstrates thorough understanding and compliance with the Hotel Employee Handbook.
• Takes ownership of any other duties delegated by management to support hotel operations and enhance guest satisfaction.
• Performs any other duties as assigned to him/her by management.

Qualifications

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office
• Minimum 3 years' experience in hotel or resort, as Reservations Supervisor.
• Luxury hotel or resort background preferred
• Understands the local culture and have worked in the region

Personal attributes

• Creative thinker, calm under pressure, self-development, excellent listening & verbal communication
• Multitasking proficiency
• Detail-oriented
• Delegation & workflow management
• Ability to meet deadlines consistently
• Leadership excellence
• Strong interpersonal communication
• Customer-centric mindset
• Collaborative team player
• Analytical problem-solver

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.