Reservation Department Supervisor

Deluxe Holiday Homes is Dubai's leading vacation rental management firm, boasting a comprehensive suite of services that spans across vacation rentals, property management, real estate brokerage, and more. With a commitment to innovation, professionalism, and excellence, we manage over 800+ properties and employ a dedicated team of over 255+ professionals.

Job Overview:
The Reservation Department Supervisor at Deluxe Holiday Homes will be responsible for overseeing the daily operations of the reservation department, ensuring the smooth functioning of the team, and maintaining high standards of customer service. This role involves tracking the quality of client interactions, sales and KPI monitoring, as well as fostering interdepartmental cooperation. The Reservation Department Supervisor will also be responsible for team scheduling, reporting, coaching, and handling internal conflicts while ensuring adherence to company procedures and policies.

Key Responsibilities:

• Supervise and manage the daily operations of the reservation department.

• Monitor the team’s performance and ensure that goals are met in alignment with company objectives.

• Track the quality of interactions with clients and ensure top-tier customer service.

• Address any customer service issues or areas of improvement in the team’s performance.

• Monitor and analyze sales performance and ensure the achievement of departmental targets.

• Track and report on KPIs to assess individual and team performance.

• Facilitate smooth collaboration between the reservation department and other departments.

• Ensure alignment and cooperation across various teams to enhance operational efficiency.

• Organize and lead weekly meetings to review departmental progress, issues, and strategies.

• Provide regular reports to the Commercial Director on department performance and key metrics.

• Conduct individual coaching sessions with team members to help them improve performance.

• Provide feedback and offer development opportunities for team members.

• Ensure the proper scheduling of the reservation team to meet the company’s operational needs.

• Manage shift patterns and ensure adequate coverage.

• Handle internal conflicts or contradictions within the team to maintain a positive work environment.

• Resolve any interpersonal issues and ensure team cohesion.

• Continuously monitor competitor activities in the market to stay informed of industry trends.

• Suggest adjustments to strategies based on market insights.

• Ensure that all team members are adhering to the company’s standard operating procedures.

• Regularly review and update procedures as necessary.

• Calculate and verify commissions for team members based on performance and sales targets.

• Conduct interviews and onboard new team members.

• Provide guidance and training to ensure smooth integration into the team.

• Perform any other related duties as required by the Commercial Director.

Benefits:

• Competitive salary Package;

• Medical Insurance Plan;

• Air Ticket Allowance;

• Comprehensive training and support;

• A dynamic and supportive working environment;

• A great working environment;

Requirements:

• Proven experience in a supervisory or managerial role in reservations or hospitality.

• Strong leadership, organizational, and communication skills.

• Ability to analyze performance data and develop actionable strategies.

• Experience with team coaching and conflict resolution.

• Proficiency in MS Office, particularly Excel.

• Knowledge of the hospitality industry and competitive landscape.

• Ability to work under pressure and handle multiple tasks simultaneously.

• Proactive problem-solving and decision-making abilities.

• Strong interpersonal skills with a customer-focused attitude.

• Ability to manage and motivate a team to achieve departmental and company objectives.

Why Join Us?
At Deluxe Holiday Homes, we believe in creating a positive and collaborative environment where every team member contributes to our success. This is an exciting opportunity to join a growing company and be part of a dynamic, customer-driven team. If you’re passionate about the hospitality industry and thrive in a fast-paced environment, we’d love to hear from you!