ASSISTANT RESERVATION MANAGER

Position:Assistant Reservation Manager

Subject:Job Description

Location:RESERVATION DIFC, Dubai, United Arab Emirates

Department:FOH-Reservation

Reports to:Central Reservation Mgr./Dir. of Reservations & Events-Middle East/Operations Mgr.

Job Overview

We are seeking a dedicated and experiencedAssistant Reservation Managerto join our team at the prestigious food and beverage lifestyle hub located on the top of ICD Brookfield tower in Dubai, DIFC. As Assistant Reservation Manager, you will play a crucial role in optimizing guest experiences, maximizing our three venues, table turnover, and contributing to the overall success of our establishments. This position requires an individual with a strong understanding of reservation systems, excellent communication skills, and the ability to coordinate seamlessly with various departments to ensure smooth operations.

Core Responsibilities

Plan and develop in collaboration with the Reservation Manager and Director of Reservation & Event - Middle East to establish reservation strategies, policies, and procedures for all three venues.

Implement and manage an efficient reservation system to optimize table turnover and maximize revenue with a proactive sales approach.

Assist in monitoring reservation trends, analyze data, and provide insights to enhance operational efficiency.

Ensure accurate and up-to-date information on reservations, special requests, and guest preferences.

Address guest inquiries and special requests with professionalism and a customer-centric approach.

Oversee that the entire reservation team are with accurate training and tools to communicate correct information to all guests about our brands, food & beverage offerings.

Ensure all team members are details oriented and are diligent to ensure every aspect of a guest's experience is exceptional and memorable.

Ensure that the team members and yourself will be timely and accurately create all guest bookings to the system without any fail.

Departmental Responsibilities

Act as the brand ambassador of the Company by ensuring guest preferences and requirements are adhered.

Assist and support the management head in terms of logistics and required administrative related work.

Maintain proper documentation and feedback reports for future comparison.

Assist the management on updating all guest's relevant information to the system.

Make sure to be involved to any open suggestions to the entire department based on the feedback of the guest and enhance the level of service.

Role Responsibilities

Provide a courteous, professional, attentive, and efficient service at all times with all departments and customers.

Establish a good rapport and working relationship with all staff and all other departments.

Be very knowledgeable on restaurant capacity and seating arrangement and ensure proper allocations of bookings is addressed.

Be very responsible on analyzing and controlling the number of reservations on daily basis.

Assist to compile the overall (weekly, monthly) performance reports to analyze key drivers to maximize performance and understand overall effectiveness of strategies.

Maintain high employee morale through effective communication as well as promoting a climate of enthusiasm and encouragement.

Assist with the interview process and select the reservations team members and discipline all members appropriately to maintain a high level of service at all times.

People Management

Lead by example promoting can do and 'aim higher attitude and anticipation of team member's needs. Positive energy throughout the daily operations with team members, collaborators and guest's goes along way.

Work closely with Concierge manager, Relationship manager and Guest Relations manager to develop the database of contacts and potential leads.

Ensure and successfully follow daily duties and role responsibilities with team members.

Analyse and address any concerns to designated departments upon guest feedback to ensure that nest guest visit is taken actions.

Make sure that you work with pride and must have a tremendous work ethic that sets the tone for the entire team.

Elaborate training program for all new joiners and ensure that their work responsibilities are addressed and allocated properly.

Act and perform relevant solutions to any issues in case the Managers are not around.

Carry out any other reasonable duties and tasks assigned by department head or management.

Communication

Participate at the HOD meeting, and operations briefing, catch up with the team in case of any updates and announcements to ensure smooth flow of everyday operations.

Coordinate and monitor on reservations for special events, following annual calendar (i.e. Marketing & Concierge Events, Valentine, Ramadan, Christmas, New Years, etc.).

Do briefings with team members in case of any updates and announcements to ensure smooth flow of operations.

Liaise with Finance Department for any guest booking discrepancies or Invoice required.

Ensure to communicate always to clients for any relevant updates, concerns, and arranging details so it will be sorted prior (if any).

Ensure accurate follow up and communication both internally and to the guest.

Ensure that any last-minute changes and preferences from guest is addressed to all relevant department before their visit.

Be responsible for taking clear and accurate information about every guest's preference and update it correspondingly in database.

Collaboration is key in a dynamic work environment. You should be a team player, willing to support colleagues and assist other departments when necessary. Building a positive and cooperative work culture is important for overall success.

Leadership

As a leader in the venue, you will be responsible for managing reservation team members. Strong leadership skills are necessary to motivate, guide, and support your team members, ensuring that events are executed flawlessly. Lead by example, follow and respect our values, etiquette, grooming and standards.

Delegate tasks and assign responsibilities to ensure smooth execution of events.

Direct and coach the entire team to maintain a high level of guest service in line with SOP's and Leading Quality Assurance standards of the Company.

All telephone calls and emails must be handled politely and efficiently, providing correct and accurate assistance which meets customer inquiries.

Provide accurate reports about team performance at requested time.

Bring creativity and innovation to the development of new event concepts and experiences.

Qualifications

Proven experience as Assistant Reservation Manager or similar role in the hospitality industry. (ideally multi-venues).

Knowledge of the region and local trends and DIFC area is preferred.

In-depth knowledge of reservation systems, POS software, processes, and tools.

Excellent organizational and multitasking skills, with the ability to prioritize tasks and meet tight deadlines.

Exceptional communication and interpersonal skills, with a customer-centric approach.

Flexibility to work evenings, weekends, and holidays, as required by event schedules.

Bachelor's degree in Event Management, Hospitality, or a related field.

Fluency in English;other language as French, Italian, Russian and/or Arabic is a plus.

Attention to Detail: Meticulous attention to detail to ensure that all aspects of meeting and dining room setups, including audiovisual equipment, furniture arrangements, and cleanliness, meet the highest standards.

Flexibility and Adaptability: Ability to handle unforeseen challenges and changes in a fast-paced environment while maintaining composure and delivering exceptional service.