ELLYAS ABDULAZIZ
Dubai
Summary
Highly motivated and results-driven professional seeking a challenging role as a Hotel Reservations Supervisor. Leveraging proven leadership skills and extensive experience in hotel reservations, I am dedicated to ensuring seamless operations, delivering exceptional customer service, and fostering a collaborative team environment. With a strong commitment to optimizing revenue and guest satisfaction, I aim to lead a team towards achieving organizational goals while continuously enhancing guest experiences.
Overview
9
9
years of professional experience
Work history
Cluster Reservations Supervisor
Anantara Dubai The Palm Resort and Spa
Dubai
2023.12 - Current
- Manage the Reservations Team: Supervise the day-to-day activities of the reservations staff, ensuring they are well-trained, motivated, and perform their duties efficiently.
- Training and Development: Organise training sessions for new hires and ongoing training for existing staff to improve skills, knowledge of hotel systems, and customer service standards.
- Performance Management: Evaluate the performance of team members, provide constructive feedback, and implement strategies to address underperformance.
- Oversee Booking Processes: Ensure all reservations (via phone, online, email, or third-party services) are handled efficiently, accurately, and in a guest-friendly manner.
- Room Allocation: Manage room inventory effectively, considering guest preferences, special requests, and occupancy maximization strategies.
- Rate Management: Work with revenue management to set and adjust room rates based on demand, seasonality, and occupancy goals.
- Event and Group Bookings: Coordinate with sales and events teams to manage large group bookings, events, and conferences, ensuring all details are communicated and arranged accurately.
- Guest Communication: Ensure the reservations team provides excellent service, responds promptly to inquiries, resolves issues, and confirms reservation details to enhance guest satisfaction.
- Special Requests Handling: Oversee the handling of special requests (e.g., room preferences, accessibility needs, dietary restrictions) to ensure they are met to the best of the hotel’s ability.
Reservations team leader
Rixos The Palm Dubai Hotel & Suites
Dubai
2020.10 - 2023.11
- Lead and supervise a team of reservation agents, providing guidance, training, and performance feedback
- Monitor and manage daily reservation operations to ensure bookings are processed accurately and in a timely manner
- Collaborate with other departments, such as front office, sales, and revenue management, to optimize room availability and rates
- Handle escalated guest inquiries and complaints related to reservations, demonstrating problem-solving skills and a customer-centric approach
- Maintain a thorough understanding of the hotel's room types, rates, packages, and promotions to provide accurate information to guests and agents
- Ensure that reservation agents adhere to established policies, procedures, and quality standards
- Conduct regular team meetings to communicate updates, changes, and performance expectations
- Assist in the development and implementation of training programs for reservation agents, focusing on product knowledge and customer service skills
- Generate and analyze reports related to reservation trends, occupancy, and revenue to make informed decisions and recommendations
- Stay updated on industry trends and competitive set to suggest strategies for improving reservation processes and maximizing revenue
- Collaborate with the revenue management team to optimize inventory and pricing strategies based on demand and market conditions
- Support the reservations team during high-volume periods, including processing bookings and managing guest inquiries
- Maintain a positive and collaborative working environment that encourages teamwork and personal growth.
Group Reservations Coordinator
Accor-Majid Al Futtaim Shared Services
Dubai
2015.10 - 2020.07
- Receive and process group booking inquiries, providing prompt and accurate responses to clients
- Collaborate with the sales team to understand group requirements and negotiate terms and pricing
- Coordinate all logistical aspects of group reservations, including room blocks, meeting spaces, catering, and special requests
- Liaise between clients and various hotel departments to ensure proper communication and execution of group needs
- Generate and distribute group contracts, invoices, and rooming lists in compliance with hotel policies and client agreements
- Assist clients with any changes or modifications to their group bookings and handle any issues that arise
- Provide regular updates and reports to the sales team and management regarding group booking status and revenue.
Reservations Agent
Hilton Worldwide
Ras Al Khaimah
2014.10 - 2015.10
- Answer incoming calls and respond to emails promptly and courteously
- Assist guests in making reservations by providing information on room types, rates, availability, and packages
- Process reservations accurately and efficiently using the hotel's reservation system
- Provide exceptional customer service, addressing guest inquiries, concerns, and special requests
- Maintain an in-depth knowledge of the hotel's facilities, services, and promotions to effectively communicate with guests
- Upsell and cross-sell additional services, packages, or upgrades to enhance the guest's experience
- Collaborate with other hotel departments to ensure smooth guest arrivals and departures
- Confirm reservations, send booking confirmations, and update reservations as needed
- Handle cancellations and modifications according to the hotel's policies and procedures
- Collaborate with the front desk, housekeeping, and revenue management teams to optimize room allocations and revenue.
Education
Bachelor Of Arts (B.A.) - Islamic History
University of Kerala
Trivandrum, KeralaSkills
- Staff Training
- Daily Workflow Improvement
- Sales Expertise
- Overseeing Daily Activities
- Effective Customer Service
- Complex Problem-Solving
- Revenue Growth
- Attention to Detail
- People Management
- Time management
Languages
English
Malayalam
Hindi
Awards & Recognition
Rixos Diamond of the Month - May 2023
Timeline
Cluster Reservations Supervisor
Anantara Dubai The Palm Resort and Spa
2023.12 - Current
Reservations team leader
Rixos The Palm Dubai Hotel & Suites
2020.10 - 2023.11
Group Reservations Coordinator
Accor-Majid Al Futtaim Shared Services
2015.10 - 2020.07
Reservations Agent
Hilton Worldwide
2014.10 - 2015.10
Bachelor Of Arts (B.A.) - Islamic History
University of Kerala