Cluster Reservations Supervisor - Reservations - InterContinental Hotels Group® Dubai Festival City

Do you see yourself as a Cluster Reservations Supervisor for InterContinental Hotels Group® at  Dubai Festival City?  

What’s your passion? Whether you're into triathlons, 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 Belong, 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® at Dubai Festival City consists of four hotels. These include the luxury and lifestyle brand InterContinental, the lavish long-stay InterContinental Residence Suites, the premium Crowne Plaza, and the essentials Holiday Inn & Suites. In addition to over 1,600 rooms, the cluster boasts a selection of 16 restaurants and bars, an impressive 3,800-square-metre Event Centre across two levels, the 5,000-square-metre Festival Arena by InterContinental, the luxurious Spa InterContinental, and state-of-the-art gym and swimming pool facilities. We are looking for people who are friendly, welcoming, and full of life to join over 1,200 colleagues who are always finding ways to make every guest's 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

• Conduct shift briefings to ensure all hotel activities and operational requirements are communicated clearly.
• Ensure all tasks on the daily checklist are completed efficiently and promptly, including but not limited to reports, no-shows/cancellation processing, and spot checks.
• Ensure Sales Agents accurately record and process reservations made via phone or email, as well as amendments to existing reservations.
• Promptly attend to all guest inquiries and complaints within 24 hours, ensuring solutions support a positive guest experience and contribute to revenue generation and retention (“Concerto Cases” + Glitch).
• Keep the team motivated to perform at their highest individual levels of performance.
• Ensure Sales Agents promote InterContinental, Crowne Plaza, InterContinental Residence Suites, and Holiday Inn & Suites products and services, including rooms and restaurants, by using up-selling, cross-selling, and suggestive selling techniques through coaching.
• Monitor daily upgrades to prevent any loss of revenue.
• Record the team’s Key Performance Indicators (KPIs).
• Monitor inventory overrides on a daily basis to avoid overbookings.
• Perform arrival checks, including 24-hour arrival checks and reservations made the previous day.
• Balance the OXI system to prevent glitches in reservations or inventory.
• Monitor and prepare daily rate changes.
• Prepare and execute action plans aimed at increasing reservation sales and associated business.
• Manage “no-show” reservations by investigating and recording them accordingly.

What we need from you

• A minimum of 2 years of experience in hotel reservations is required, with preferred expertise in managing both room and restaurant bookings within a luxury hotel chain, handling an inventory of 1000+ rooms.
• At least 1 year of experience in a supervisory role is essential.
• High school diploma or G.E.D. equivalent.
• Proficiency in Microsoft Office and Opera PMS applications is essential.
• Advanced written and spoken English proficiency is necessary.
• Ability to work both independently and collaboratively within a team environment.
• Strong leadership skills with a proven track record of motivating and guiding team members to success.

What you can expect from us

We give our people everything they need to succeed, from a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to all applicants. We promote a culture of trust, support, and acceptance, always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the Room to Belong, Room to Grow, and a Room to Make a Difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us, and you’ll become part of our ever-growing global family.
 

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?