Assistant Reservation Manager

Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

We are seeking a dynamic and customer-focused Assistant Reservation Manager to join our team in Dubai, United Arab Emirates. As an integral part of our hospitality organization, you will play a crucial role in ensuring smooth reservation operations and delivering exceptional guest experiences.

• Assist in managing and overseeing the daily operations of the reservation department
• Process reservations efficiently through various channels, including phone, email, and online booking systems
• Monitor and update room availability and rates in the property management system
• Collaborate with other departments to fulfill special guest requests and ensure guest satisfaction
• Train and mentor reservation agents, providing guidance on best practices and company policies
• Analyze reservation trends and provide regular reports to senior management
• Handle complex reservation inquiries and resolve guest complaints professionally
• Implement and maintain standard operating procedures for the reservation process
• Stay updated on hotel promotions, packages, and services to effectively upsell to potential guests
• Ensure all reservation correspondence is handled within 24 hours
• Manage group bookings and coordinate with the sales team for large reservations
• Optimize reservation strategies to maximize revenue and occupancy rates

• Proven experience in hotel reservations or a similar role within the hospitality industry
• Proficiency in reservation systems, Global Distribution Systems (GDS), and property management software
• Excellent interpersonal and communication skills, with the ability to interact professionally with guests and team members
• Strong customer service orientation with a focus on delivering high-quality guest experiences
• Demonstrated sales skills and ability to upsell hotel services and room types
• Detail-oriented with excellent organizational and time management abilities
• Ability to work efficiently in a fast-paced, dynamic environment
• Problem-solving skills with a proactive approach to addressing guest concerns
• Thorough knowledge of hospitality industry standards and best practices
• Strong leadership qualities with the ability to train and mentor team members
• Proficiency in Microsoft Office suite and other relevant software applications
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred
• Fluency in English; additional language skills are a plus