Description:
The Guest Experience Operations Manager ensures smooth and efficient operations across the Reservations, B2B, and B2C support teams, as well as the DMC (Destination Management Company) teams. This role focuses on delivering prompt, effective, and high-quality service to maximize revenue, streamline processes and meet or exceed customer experience targets.
Key responsibilities include managing DMC services and resources, ensuring all contractual service level agreements are met or exceeded, and maintaining strong relationships with the DMC.
Job Scope:
- Coordinate with internal and external sales and reservation teams for all suppliers, hotel, and auxiliary bookings.
- Provide training to all customer service coordinators and assist in resolving issues.
- Ensure adherence to all internal and external (DMC) service level agreements.
- Assist the meeting planner in analyzing room requirements and collaborate with the sales and marketing team to ensure compliance with all revenue management guidelines.
- Collaborate with the maintenance and operations departments to resolve guest issues and maintain the inventory of guest rooms, including working with third-party providers.
- Forecast project requirements daily and ensure the achievement of all reservation objectives.
- Manage and resolve guest issues and provide training to new employees on policies and procedures.
- Oversee reservation administration, update reservation systems, process requests, manage inventory, and recommend ways to maximize revenue.
- Ensure the pre and post-arrival processes are completed timely, identify and close upsell opportunities, and achieve sales targets.
- Ensure special handling of repeat and VIP guests.
- Monitor and coordinate group reservation activity with the Sales Department and Revenue Manager.
- Review and manage no-show and canceled reservations, processing charges according to hotel or supplier policies.
- Review room blocking for long stays, suites, and special group requests.
- Supervise group reservations.
- Ensure compliance with company policies and procedures, as well as industry standards.
- Analyze reservation patterns and trends to make informed decisions and adjustments.
- Maintain cordial relations with commercial clients.
- Inform the Front Office Manager of changes in hotel or product availability status and prepare for necessary actions.
- Manage the team's work schedule.
- Perform additional duties to support business initiatives.
- Support the implementation of a new booking platform and be responsible for testing new technology before implementation.
- Lead the guest experience aspect of the project.
The ideal candidate should have:
- Degree, Diploma, or equivalent in business, marketing or equivalent
- 4+ years’ experience in the operational environment of the tourism industry (tour operator, theme parks, DMC, Fleet Management, logistics)
- Managing large operational and cross-functional teams
- Expertise in reservation management software.
- Proficiency in Microsoft Office, including MS Word and Excel.
- Excellent command of the English language; knowledge of Arabic is desirable, and additional languages are a plus.
- Strong stakeholder engagement skills.
- Proven experience in team management.
- Adherence to ethics, compliance, and governance standards
- Ability to work autonomously and make independent decisions.