Reservations Supervisor (Spanish Speaker)

An Exhilarating Opportunity

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Revenue and Reservations Team as a Reservations Supervisorwill Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights!

What We’re Looking For

• Previous experience of 3-4 years in a Luxury Hotel environment in a similar role, is a plus.
  
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  
• Previous Call Centre experience and knowledge of Genesys will be Advantageous, demonstrating a Strong Commitment to Luxury Service Standards.
  
• A Welcoming and Enthusiastic Energy that elevates the ‘Vibe at FIVE.’
  
• Exceptional Organisational Skills and a Passion for delivering ‘FIVE-Star’ Guest Experiences.
  
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
  
• Impeccable communication skills, both verbal and written, with fluent, accent-neutral English required (proficiency in additional languages is a plus).
  
• Exceptional skills in Improving Customer and Stakeholder Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  
• 'FIVE-Styled’ Visionary thinking by finding creative solutions and superior Problem-Solving skills, while taking Ownership for all duties and tasks assigned.
  
• Strong familiarity with the Dubai market is Highly Advantageous.
  
• Next-Level Leadership skills, effectively leading and inspiring the FIVE Tribe to New Heights.
  
• Provides coaching to Staff to enhance Service Performance.
  
• Targets an attainment of 85% or higher on Mystery Shopper evaluations.
  
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

Key Responsibilities

• Oversees the day-to-day Operations of the Reservations Department, orchestrating an Efficient handling of Guest Enquiries, bookings, and modifications to Uphold a Flawless reservation process.
  
• Assists in managing, training, and developing the Reservations Team, inspiring Continuous Growth and Skill Enhancement.
  
• Drives the FIVE Tribe towards achieving daily and monthly targets for Revenue and Occupancy, fostering a culture of Excellence and Achievement.
  
• Ensures bookings are secured with appropriate guarantees and that no-show or cancellation charges are applied as necessary, aligning with FIVE’s Reservations Policies to maximise Guest satisfaction.
  
• Conducts detailed checks for Guest arrivals 72 hours and 24 hours in advance, ensuring a Seamless and Bespoke service experience.
  
• Regularly monitors Guest satisfaction, Proactively resolving any issues to secure future business and Enhance Guest loyalty.
  
• Ensures all Guest interactions are handled with Bespoke care and Professionalism, maintaining Rigorous service level Standards across the Department.
  
• Develops Tribe Members comprehensively, ensuring they possess an In-Depth understanding of FIVE’s facilities and processes, and cultivate High Standards in relationship building, customer service, and advanced selling techniques.
  
• Monitors the standards and performance of the Reservations Team with an emphasis on Training and Teamwork as fundamental elements of Success.
  
• Analyses seasonal and historical data to Maximise occupancy and average room rates, ensuring FIVE operates at Peak Performance.
  
• Conducts audits of calls and Monitors Team Performance to ensure adherence to Call Quality Standards, reflecting FIVE’s commitment to Exceptional Communication.
  
• Executes detailed reporting and data analysis to discern Trends, informing Strategic Decisions and Operational Adjustments.
  
• Champions Continuous Improvement in Reservation processes and procedures, implementing Best Practices and leveraging Cutting-Edge technology to enhance Operational Efficiency and streamline Guest interactions.
  
• Utilises problem-solving skills and coaching techniques to navigate challenging situations, ensuring Guest expectations are not only met but Exceeded.
  
• Undertakes additional Responsibilities as assigned by the Leadership Team, demonstrating Flexibility and a Proactive approach to Management Duties.
  

The Team

‘FIVERs’ are Cultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play even Harder. As a FIVE Tribe Member, you'll Personify the distinct ‘Vibe at FIVE’ and apply it to create Insta-Perfect Experiences for our Guests that keeps them Coming Back for More. If you Dream of being surrounded by Like-Minded Individuals who share your Passion for Delivering Unforgettable Moments that last a Lifetime – then Look No Further and Unleash your Next-Level Potential.

Sustainable Indulgence at FIVE

FIVE is a leader in Sustainable Luxury Living and Hospitality, with its UAE-based Destinations being the first and only Hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022. The company's Science-Meets-Styled ‘Sustainable Indulgence’ Ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. FIVE illustrates its Commitment to making ‘Sustainability without Compromise on Luxury Living’ central to its Future Vision, withFIVE LUXE already on track to acquire LEED Platinum (BD+C). These Achievements highlight FIVE’s Comprehensive and Committed Scope of Sustainability Strategy permeating Operations, Governance and Community.

An Equal Opportunity Employer

The FIVE Tribe represents over 70 nationalities across its over 1500 ‘FIVERs.’ FIVE is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels and Resorts

FIVE Hotels and Resorts prides itself on being Disruptively Different and Daringly Unique. Our Growing Portfolio of Lavish Destinations are the epitome of Glamour and Experiential Luxury, and currently consists of FIVE Palm Jumeirah, FIVE Jumeirah Village, FIVE Zurich and FIVE LUXE. Joining our Exceptional FIVE Tribe means you are part of a team who Breaks Boundaries and offers Unbeatable Next-Level Experiences at FIVE’s award-winning Hotels, Dining Concepts, and 360-Degree Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe, you will be part of a group of High Achievers who Fearlessly Challenge Conventions on a Global Stage.

Find out more here: fivehotelsandresorts.com