Description:
We are currently seeking an exceptional Arabic-Speaking Hotel Reservations Supervisor to join our team at BnBme, a leading vacation rental company. As the Reservations Supervisor, you will be responsible for overseeing our reservation team and ensuring a seamless booking experience for our guests. In addition to being fluent in Arabic, the ideal candidate will possess strong upselling skills and be open to occasional travel to India for training and support purposes.
Responsibilities:
- Supervise and lead a team of reservations agents, providing guidance, training, and performance feedback
- Ensure efficient and effective handling of reservation inquiries and bookings, meeting or exceeding service level targets
- Monitor reservation system and inventory to maximize occupancy and revenue
- Collaborate with the sales and marketing teams to implement upselling strategies and drive revenue growth
- Handle escalated guest inquiries and resolve any issues or complaints in a timely and satisfactory manner
- Conduct regular performance evaluations and provide coaching and development opportunities to team members
- Stay updated on industry trends, competitors, and market demands to enhance the reservation process and customer experience
- Assist with the development and implementation of reservation policies and procedures
- Travel to India periodically for training and to provide on-site support to our team based there
Key Performance Indicators (KPIs):
- Reservation conversion rate
- Upselling success rate and revenue generated
- Guest satisfaction ratings
- Reservation accuracy and timeliness
- Team productivity and adherence to service level agreements
- Training and development of team members
- Smooth coordination with other departments and stakeholders
Qualifications:
- Fluency in Arabic is essential, with strong written and verbal communication skills
- Minimum of 3 years of experience in reservations or a related field, with at least 1 year in a supervisory capacity
- Proven ability to upsell and drive revenue growth
- Exceptional customer service skills with a focus on guest satisfaction
- Strong leadership and team management abilities
- Excellent problem-solving and decision-making skills
- Ability to thrive in a fast-paced, dynamic environment
- Willingness to travel to India for training and support purposes as needed