Reservations Team Leader – Jumeirah Muscat Bay

Job Description – Reservations Team Leader – Jumeirah Muscat Bay (24000007)

Job Description 

Reservations Team Leader – Jumeirah Muscat Bay – (24000007)

About Jumeirah

About Jumeirah

Jumeirah Group, a member of Dubai Holding, has been making a distinguished impact on the global hospitality market for more than two decades with its Stay Differentâ„¢ brand promise.

Its award winning destinations, such as the iconic Burj Al Arab Jumeirah, position service beyond expectations, elevated dining destinations and surprising architecture and design at the heart of every guest experience.

Today, Jumeirah operates a world-class portfolio of 26 properties across the Middle East, Europe and Asia and employs over 8,000 colleagues, representing over 106 nationalities.

As Jumeirah continues to expand its global portfolio and scales up its operations to the next level of growth, it remains fully committed to developing and empowering our colleagues to excel in world class environments.

Jumeirah Muscat Bay Resort lies 15 minutes south of the city centre and 40 minutes from Seeb International Airport. The overall development will include a 1,200 square meters Talise Spa, a diving centre, a wide range of sports and leisure facilities, a selection of restaurants, bars and cafes and a kids club. The resort will also include conference and banquet facilities to cater for Oman’s growing attraction as a destination for conferences, meetings and large-scale events. The resort forms part of a larger development that includes 300 high-end residential townhouses and villas, taking advantage of some of the most beautiful, unspoilt coastline in the Middle East.

About the role

An exciting role has arisen for a Reservations Team Leader Role to join the post-opening and Reservations department at Jumeirah Muscat Bay Resort. The main purpose of this role is the supervision of the team responsible for the timely, accurate & efficient handling of reservation requests through different channels such as but not limited to telephone and email. Your key responsibilities will include:

• Motivate and manage the team to achieve best in class and sustainable service levels in keeping with the defined standards identifying opportunities for improvement
• Monitor, assess and act as a coach to help deliver outstanding results
• Monitor and evaluate min 4 calls and e-mails for colleagues to ensure standards are being maintained
• Ensure efficient communication across teams/departments and harness feedback for effective decision making
• Monitor quality of calls and customer data entered by team in system
• Conduct Reservation Agents annual Performance Reviews with Assistant Reservation Manager/Reservation Manager
• Conduct daily briefings with Reservations Agents
• Conduct one 1-1 session with Reservations Agents with Assistant Reservations Manager/Reservations Manager
• Effectively manage attendance for the team
• Optimise resource collaborating with the Assistant Reservations Manager/Reservation Manager (Task, shifts, leave and break management)
• Ensure e-mail response times are within SLAs
• Achieve all calls captured and service levels
• Complete daily Reservations tasks as required and to standard – Calls, Emails, Payments, Groups, Checks and audits
• Undertake spot checks to measure application of required standard operating procedures
• Monitor and follow up on guest complaints (take ownership) and ensure relevant solution is provided by coordinating with other departments
• Work with Manager and Support positions to establish and manage work priorities daily
• Make sure that Reservation Agents are always updated with any required information about our properties in terms of services offered, new rates applied, selling strategy etc
• Effectively manage the process related to proforma invoices for guests/Travel agencies and following up to ensure payment is received in accordance with hotel standards.
• Report any system or rate issues to the management immediately
• Be an ambassador of the Spirit of Jumeirah, our brand, our vision and company Values
• To perform other duties that management may from time to time reasonably require

In order to be considered for this role, you should have the below qualifications and experiences.

• Minimum of 2 years in a similar customer facing role i.e. managing and leading a team achieving stretching targets (essential)
• Excellent communication and interpersonal skills
• Fluent in English (written & verbal). The ability to communicate (fluently) in additional languages is desirable (Arabic, Russian, Chinese, German, French or Italian)
• Good knowledge of MS Office, Opera, Synxis CRS, OTA extranets like booking.com & Expedia, IT, phone system

About the Benefits

This position offers a highly competitive salary and package which includes; housing, flight tickets, medical and dental coverage, life and accident insurance, retail and leisure discounts, discounts on Jumeirah F&B Outlets and reduced hotel rates.