Reservation Officer

Job Purpose: Supervise the day to day operation of an assigned reservation
unit, ensuring effective coordination with internal departments and external
suppliers/clients in order to provide accurate, friendly and professional
services whilst minimising cost and maximising sales opportunities. Job
Outline - GENERIC ACCOUNTABILITIES - Implement and review processes and
procedures to improve the productivity and performance of the unit, making
recommendations for improvement and ensuring procedures and processes are
fully communicated to staff. - Design and implement action plans that maximise
all possible revenue opportunities and support the achievement of targets and
ensure service turnaround times are exceeded. - Monitor and manage assigned
pre-payment accounts/groups and escalate any irregularities for review and
action. - Analyse assigned credit accounts and resolve all short payments by
correcting files or clarifying with tour operators/outstations so that the
accounting for all files is in line with laid down guidelines. - Develop and
maintain effective professional relationships with travel trade by
establishing regular contact with local suppliers, reservations and accounts
staff. - Analyse all customer feedback and resolve an concerns and provide
feedback as appropriate about the performance of assigned accounts, their
practices or any irregularities. - ACCOUNTABILITIES SPECIFIC TO FIT/DSO - Plan
the monthly schedule and annual leave plans to optimise service delivery and
operational efficiency. - Conduct annual and interim performance reviews for
staff as per the company guidelines. - Train staff on all operational aspects
and ensure that a high standard of service is provided to principals and
passengers. - ACCOUNTABILITIES SPECIFIC TO LEISURE GROUPS - Attract and
capture the client?s interest in the destination by making quality, cost
effective, and detailed proposals which result in innovative and competitive
tailor made programs. - Conduct regular hotel/suppliers inspections keeping up
to date with the latest developments in the destination. - Create operational
plans prior to the clients arrival, liaise with the operations team and
suppliers, supervise and support the field operations of each client/group and
pre-empt and resolve problems so that the client has a seamless experience. -
Plan, schedule and organise leisure groups from conception to completion and
ensure a high quality service throughout the customer experience. -
ACCOUNTABILITIES SPECIFIC TO EKH - Responsible for the effective utilisation
of manpower and technology resources allocated to maintain high service levels
- Implement the specified action plan for servicing of enquiries, bookings and
reservations for new and existing agents in order to ensure that service
turnaround times are maintained while enhancing all possible opportunities for
maximisation of revenue. - To continuously review internal processes and
procedures, and provide recommendations for process improvements and cost
savings - Monitor leisure groups team productivity on a weekly basis and
report on established KPIs with a view to address improvements. Develop
operational KPIs to address efficiency & effectiveness (Turnaround times etc.)
- Manage the team & individual targets and incentive plan
Qualifications & Experience: Hospitality.Other : ‎5+ Years ‎12 Years schooling
or equivalent : Educated to A-Level standard In a leisure and tourism related
subject would be advantageous Experience in an operational unit within the
service, tourism, hospitality industry Previous supervisory experience would
be preferable Knowledge/skills: Knowledge of the UAE its' culture and heritage
Knowledge of Dubai hotels, airports and visa regulation Understanding of first
aid, safety procedures and DTCM/DDCR/RTA regulations Computer literate with an
ability to use Office applications Demonstable ability to work independently
with minimum supervision Demonstrable ability to manage, motivate, coach and
develop multicultural teams Safety Sensitive Role: No