Reservations Manager

Job description / Role

Company Description

People who love their job put their all into it and aren't interested in the norm. That's just how we are: different, eye-catching and perhaps a little crazy. And we do everything we can to ensure it stays that way - with unconventional added extras and a stimulating environment where our colleagues enjoy their work and are able to achieve their full potential.

One Central's new living room is here. Relaxed, fun and packed full of things to do. Overlooking the Museum of the Future, near Dubai International Financial Centre, the hotel boasts 434 rooms and suites in addition to flexible events and co-working space. A total of five characterful restaurants and bars take guests on a culinary trip around the world.

Job Description

In this role, you will be responsible for managing all aspects of the reservations system, ensuring efficient coordination between guests, the bar, restaurant and employees. Your primary objective will be to optimize seating arrangements, maximize guest satisfaction, and contribute to the overall success of our hotel operations.

Job Responsibilities:

Reservation Management:

- Manage incoming reservation inquiries through various channels, including phone, email, and online platforms, for both the bar and restaurant.
- Coordinate reservation bookings, ensuring accuracy and timely communication with guests.
- Maintain organized reservation databases and keep detailed records of bookings, cancellations, and special requests.

Guest Experience:

- Provide exceptional customer service to guests, addressing inquiries, accommodating special requests, and resolving any issues or concerns promptly and courteously.
- Anticipate guest needs and preferences to enhance the overall dining and bar experience.
- Monitor guest feedback and implement improvements to the reservation process and guest service protocols as needed.

Seating Optimization:

- Develop and implement strategic seating plans to maximize capacity and optimize guest flow for both the bar and restaurant.
- Collaborate closely the management teams to ensure seamless coordination of seating arrangements based on reservation size, guest preferences, and special events.
- Regularly assess seating availability and adjust reservations to accommodate walk-in guests and last-minute changes.

Team Collaboration:

- Work closely with bar and restaurant manager and employees to communicate reservation details, special requests, and VIP guest requirements.
- Provide guidance and support to reservation employees to ensure consistency in service standards and adherence to company policies and procedures.
- Conduct training sessions to enhance the skills and knowledge of reservation staff members.

Administrative Duties:

- Generate daily reports on reservation activity, seating capacity, and guest demographics for both the bar and restaurant.
- Analyze reservation trends and assist in forecasting future demand to optimize staffing levels and resource allocation.
- Manage billing and invoicing processes related to group reservations and special events, ensuring accuracy and timeliness.

Requirements

Qualifications

- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
- Proven experience in reservations management within the hospitality industry, ideally encompassing both bar and restaurant operations.
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests and team members.
- Strong organizational abilities and attention to detail, with the capacity to prioritize tasks and multitask in a fast-paced environment.
- Proficiency in reservation management software and familiarity with point-of-sale systems is advantageous.
- Ability to remain calm and composed under pressure, with demonstrated problem-solving skills.
- Flexibility to work evenings, weekends, and holidays as required.

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.