### **General Information** Country/Region Qatar Province/City Doha Hiring Entity Rosewood Doha Department Sales \& Marketing Job Type Full\-time Permanent ### **Job Description** Job Summary: The Reservations Manager is responsible for leading the reservations team and ensuring that they deliver exceptional levels of service above and beyond those expected of an ultra\-luxury hotel. In addition, this role has responsibility for key room and F\&B revenue decisions and management in conjunction with the Director of Revenue Management. Essential Duties and Responsibilities: Supervisory and System Skills * Responsible for operations, management and leadership of the Reservations Department. * Overall responsibility for the maintenance and management of all reservations (both rooms \& restaurants) related systems including, but not limited to, PMS (Opera), CRS (Synxis), Table Management (Sevenrooms), RMS (IDeaS), E\-confirmation (Cendyn) and Payroll (Oasys) * Responsible for call tracking software and preparation of reports to track performance and optimisation. * Responsible for accurate recording and processing of commissions through OTAs/DMC/Wholesale agents/Onyx * Ensure departmental SOP’s are kept up to date. * Provide training for all new agents and facilitate on\-going training plans for each team member maintaining the appropriate training records accordingly. * Monitor team performance and address any issues in performance in regular one to one meeting escalating to disciplinary action if necessary. * Ensure associates reviews and appraisals are carried out in the required time frames. * Continuously liaise with Director of Front Office, Restaurant Managers and the DORM for room and outlet reservations during high demand dates to manage the overbooking levels. * Prepare the weekly/monthly work rota and ensure payroll system is updated with all necessary information including holidays, sick leave and/or lieu days owed. * Manage the team’s holiday allocations ensuring the office is staffed at adequate levels on all days whilst ensuring holidays are booked (and authorized) in payroll system as requested by your direct report. * Actively arrange weekly team meetings. * Oversee the mystery call program and ensure results are shared with the team members. * Conduct a minimum of 2 call audits per reservations agent per month to ensure compliance with standards (LQA/Forbes) * Monitor availability daily basis and liaise with DORM to highlight anomaly. * Monitor outlet availability daily and liaise with Assistant Reservations Manager and Restaurant Managers/DF\&B to highlight anomaly. * Oversee a procedure for effectively passing new business leads to the Sales and F\&B Team. * Promote, co\-ordinate and report on upsell incentive program for both rooms and F\&B. * Ensure decisions made are for the good of the business and contribute positively towards the hotels overall financial goals. Supervise Rooms \& F\&B Reservations Requests/ Bookings: * Ensure all telephones calls are answered within 3 rings and in a courteous and efficient manner. * Ensure all required reservation information is taken as per standards. * Ensure that all guests are treated with courtesy and respect, always referring by name. * Ensure that all reservation changes and cancellations are processed immediately upon receiving the information. * Ensure that all message/email reservations are processed immediately, and confirmation is sent within 2 hours. * Ensure that all advance deposits are processed daily. * Ensure that all rebates and no\-shows are processed daily and that they are researched and responded to in a timely and efficient manner and logged accordingly. * Ensure that all tasks are completed by the Reservation Agents as outlined in the shift checklists. * Maintain an efficient filing system, ensuring full security compliance. Supervise Group Reservations/Bookings: * Train, mentor and develop skills of the agents/supervisor ensuring that all group bookings are entered in the correct manner, changes to group blocks are communicated to relevant parties and billing is clearly noted. Communication Skills: * Update the DORM daily regarding team operations other relevant information. * Communicate directly or via Assistant Manager to the Hotel and Reservation offices all new rates or promotions to ensure awareness of offers. * Participate in all Head of Department level meetings. Hotel Knowledge: * Know the benefits and features of each room type within the hotel and outlet concepts. * Know the layout of the hotel, including the Conference Space, public areas, food \& beverage outlets and guest rooms. * Know the organisational chart of the hotel and the region. * Be knowledgeable on competitive set hotels and pricing, feeding back any new information to DORM. Standard Responsibilities: * Comply and adhere to the Rosewood company policies. * Take on other tasks in addition to the ones stated, in a reasonable framework. * Be always a “brand ambassador” and ensure brand integrity and clarity are always maintained. * Model the company’s culture, vision, mission and core values at all times. * Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system. Confidentiality: Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated. Health \& Safety: * Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace. * The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory. * Report any defects in the building, plant, or equipment according to hotel procedure. * Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures. * Attend Statutory Fire, Health \& Safety training and be fully conversant with and abide by all rules concerning Fire, Health \& Safety. Be fully conversant with: * Regulations * Risk Assessments for your department * Hotel Fire \& Bomb Procedures * Food Safety Procedures Other: * The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate. * As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours. ### **About Us** Housed in two striking towers inspired by the coral reefs in the seas surrounding Qatar, Rosewood Doha and Rosewood Residences Doha will consist of an ultra\-luxury hotel with 185 exquisite guestrooms and sumptuous suites, 173 serviced apartments for longer\-term stays and 300 residences available for purchase. The hotel will be one of the city’s most dynamic culinary destinations with a collection of eight innovative outlets, including a bistro, lobby lounge, coffee shop/deli, three specialty restaurants, cigar lounge and a lifestyle entertainment lounge. Featuring a 1,500\-square\-meter ballroom, the property will showcase multiple private event venues, anchored around sleek interiors and state\-of\-the\-art technology, which will transform ordinary events into the extraordinary. The hotel will also introduce Sense, A Rosewood Spa, offering total discretion and relaxation, along with a fitness center featuring state\-of\-the\-art training equipment. Rosewood's signature Manor Club executive lounge concept will soar to new heights in Qatar and offer Club Room and Suite guests curated services with added convenience and privacy. Rosewood Residences Doha will also introduce 300 for\-sale residential apartments, catering to global citizens who crave a lifestyle of authenticity fused with modern luxury. The residences will be complete with bespoke amenities, facilities and services to create the world’s pinnacle of private luxury living and contemporary style in Qatar.