Position Overview

We are seeking a highly motivated and detail-oriented Reservations Supervisor to lead our Reservations team. The ideal candidate will be responsible for overseeing all reservation activities, maximizing room revenue through strategic inventory management, and ensuring the highest standards of guest service from the initial booking contact. This role requires a proactive leader with a strong understanding of Dubai’s hotel market, best practices, and legal compliance requirements.

Key Responsibilities

Operational & Guest Service Excellence:

• Supervise the daily operations of the Reservations department, ensuring all inquiries (phone, email, online) are handled promptly, professionally, and accurately.
• Manage group bookings, corporate contracts, and FIT reservations, optimizing room allocation and rates.
• Monitor and manage room inventory across all distribution channels (Hotel website, OTAs, GDS) to ensure parity and maximize yield.
• Train, mentor, and motivate the reservations team, fostering a culture of exceptional service and continuous improvement.
• Handle complex guest requests, complaints, and reservation issues, providing effective solutions to ensure guest satisfaction.
• Prepare daily, weekly, and monthly reservation reports and forecasts for management.
• Work closely with the Revenue Manager and Sales Department to implement pricing strategies and promotional offers.
• Analyze booking trends and market demand to provide insights for rate planning.
• Ensure all reservation data is accurately input into the Property Management System (PMS – Opera ).
• Maintain strict adherence to data protection and privacy regarding guest information confidentiality and secure handling of PCI-DSS data for credit card transactions.
• Ensure all team members are aware of and comply with hotel policies, Dubai’s cultural sensitivities, and legal requirements.

Qualifications & Skills Required

Experience:

• Minimum of 3-4 years of experience in a Reservations role within the hotel industry, with at least 1-2 years in a supervisory capacity.
• Proven experience working in a hotel in Dubai or the UAE is highly preferred.
• In-depth knowledge of Central Reservation Systems (CRS), Global Distribution Systems (GDS – Amadeus, Sabre, Galileo), and major Online Travel Agencies (OTAs).
• Strong experience with a major Property Management System (PMS), preferably Opera Cloud.

Skills & Competencies:

• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical and numerical abilities for reporting and revenue analysis.
• High level of accuracy, attention to detail, and organizational skills.
• Ability to work under pressure in a fast-paced environment.
• Fluency in English (written and spoken). Knowledge of Arabic or additional languages is a significant advantage.
• Proficient in MS Office (Excel, Word, Outlook).

Education:

• Diploma or Degree in Hospitality Management, Tourism, or a related field is preferred.

Job Type: Full-time