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Do you see yourself as a Cluster Reservation Manager for InterContinental Hotels Group® Dubai Festival City?

What's your passion? Whether you're into triathlon, exploring new restaurants or dancing the tango, at IHG we're interested in you. We love people who apply the same amount of passion and precision to their jobs as they do to their hobbies. Imagine working for a company that gives you Room to be yourself. Our commitment to our people is to deliver room to have a great start, to learn and grow, to perform, to be recognized and rewarded, to be involved and to take the initiative and lead.

The InterContinental Hotels Group® properties in Dubai Festival City consist of four hotel brands. These include the luxury brand InterContinental, the superior upscale Crowne Plaza, the lavish long-stay InterContinental Residence Suites and the vibrant mid-scale Holiday Inn & Suites. In addition to over 1000+ bedrooms, the four properties boast a selection of high quality restaurants and bars, an impressive 3,800 square meter Event Centre across two levels, the 5,000 square meters Festival Arena by InterContinental, the luxurious Spa InterContinental, state-of-the-art gymnasium and swimming pool facilities. We are looking for people who are friendly, welcoming and full of life to people to join over 1100 colleagues who are always finding ways to make every guests experience an enjoyable one. We value the passion and enthusiasm of our colleagues, and encourage you to share your passion when you work with us.

A little taste of your day-to-day

• To manage the day-to-day operations of the reservations department, ensuring that efficiency and productivity are optimized.

• To record and analyse call data for conversion rates, call performances, and lost calls to enhance productivity and service.

• To improve call conversion ratios and other relevant indicators through training, development, coaching, and counselling to maximize revenue opportunities.

• To supervise the operations of the Reservations Department, internal and external communication, team support, motivation, team scheduling, guest challenges, and ensuring that all financial targets are reached through the maximization of booking opportunities for each of the DFC properties, including all relevant revenue streams (i.e., Rooms and Restaurants reservations for the InterContinental Hotels Group® properties in Dubai Festival City ).

• To consistently analyse the standard of correspondence, call performances, and all aspects of guest contact to ensure that service is always personal and of high quality.

• To train all team members in telephone etiquette, communication standards for internal and external clients, reservations procedures, and productivity to ensure a consistently high level of service.

• To manage the daily operations of the reservations department (room, Food and Beverage), identifying opportunities to streamline or improve procedures or processes, ultimately working towards a paperless environment.

• To ensure the team maintains comprehensive knowledge of all room types, room and hotel facilities, promotions, and communicate this in a highly professional manner.

• To monitor and maintain an accurate guest history and company profile database in the PMS and initiate checks and balances to ensure that all other departments' procedures and processes support this.

• To manage the Reservations incentive scheme and ensure it adds incremental revenue without eroding revenue.

• To implement an up-selling program for the reservations team and monitor monthly revenue targets.

• To manage ECS; processing and authorizing all manual commission payments or adjustments online per IHG policy.

• To administer all facets of IHG® One Rewards night stays, including Holidex updating and posting of any additional revenue when above occupancy thresholds.

• In coordination with the Revenue Manager, to assist with loading and maintaining rates and products in all reservations systems, including Airport Counter.

• To facilitate daily departmental briefings for handover of important information (new promotions, VIP guests, Airport transfers, selling strategy, etc.).

• To facilitate a monthly department meeting based on four quadrants of the wheel, communicating past results and forecasts for the future, key achievements, key metrics within the department, information about the hotel, etc.

• To be fully aware of current sales strategies as advised by the Director of Revenue or Revenue Manager.

• To understand the business and current trends, being fully aware of the current rate strategy for the next three months.

• To communicate and correspond with all external partners professionally, respectfully, and with understanding.

• To assign tasks, set clear, specific performance objectives, standards, and accountability.

• To pay close attention to the details of an operation and process, ensuring they are carried out correctly.

What we need from you

• Minimum 2 years multi-property Reservation Manager experience.

• Bachelor's degree in hospitality management or related field.

• Advanced Microsoft Office proficiency.

• Strong written and spoken English.

• Advanced PMS Opera skills.

• Team player with leadership skills.

• Excellent communication and organizational abilities.

• Results-oriented with high integrity.

• Knowledgeable in hospitality industry operations and revenue management.

What you can expect from us

We’ll reward all your hard work with competitive salary and benefits.

Join us and you’ll become part of the global IHG® family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.careers.ihg.com to find out more about us.

So go on - show us how your passion and personality are the perfect fit to deliver memorable experiences to our guests.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.