Cluster Reservations Supervisor

A little taste of your day-to-day:

• Conduct shift briefings to ensure all hotel activities and operational requirements are communicated clearly.
• Ensure all tasks on the daily checklist are completed efficiently and promptly, including but not limited to reports, no-shows/cancellation processing, and spot checks.
• Ensure Sales Agents accurately record and process reservations made via phone or email, as well as amendments to existing reservations.
• Promptly attend to all guest inquiries and complaints within 24 hours, ensuring solutions support a positive guest experience and contribute to revenue generation and retention (“Concerto Cases” + Glitch).
• Keep the team motivated to perform at their highest individual levels of performance.
• Ensure Sales Agents promote InterContinental, Crowne Plaza, InterContinental Residence Suites, and Holiday Inn & Suites products and services, including rooms and restaurants, by using up-selling, cross-selling, and suggestive selling techniques through coaching.
• Monitor daily upgrades to prevent any loss of revenue.
• Record the team’s Key Performance Indicators (KPIs).
• Monitor inventory overrides on a daily basis to avoid overbookings.
• Perform arrival checks, including 24-hour arrival checks and reservations made the previous day.
• Balance the OXI system to prevent glitches in reservations or inventory.
• Monitor and prepare daily rate changes.
• Prepare and execute action plans aimed at increasing reservation sales and associated business.
• Manage “no-show” reservations by investigating and recording them accordingly.

What we need from you:

• Minimum 2 years of hotel reservations experience.
• Minimum 1 year experience in supervisory role.
• Minimum secondary education completed. Desired Bachelors.
• Intermediate knowledge of Microsoft Office
• Advanced in writing and speaking English
• Multilingual proficiency is preferred.
• Ability to work both independently and within a team environment.
• Ability to lead and motivate team members.

What you can expect from us:

https://careers.ihg.com/en/job-details/?jobref=Cluster+Reservations+Supervisor+-+Reservations+-+InterContinental+Hotels+Group%c2%ae+Dubai+Festival+City%7cGB%7c144830#439951