Odai Issa
Abu Dhabi
Summary
Experienced Reservations Supervisor with a strong background in managing hotel reservations, optimizing revenue, and ensuring exceptional customer service. Skilled in overseeing booking processes, training and mentoring staff, and utilizing Property Management Systems. Adept at handling guest inquiries and complaints, managing room inventory, and coordinating with various departments to ensure a seamless guest experience. Proven ability to analyze market trends, implement effective pricing strategies, and drive high levels of guest satisfaction.
Overview
10
10
years of professional experience
Work History
Reservations Supervisor
Rixos Premium Saadiyat Island
04.2024 - Current
- Leadership and Team Supervision: Directed the reservations team, ensuring high-quality service, efficient workflow, and compliance with established policies and procedures.
- Quality Assurance: Conducted thorough quality checks on reservations three times (7 days, 3 days, and next day) to ensure accuracy, reducing errors and enhancing the guest experience.
- System Management: Oversaw the Opera property management system during migration, coordinating data transfer, training staff, and troubleshooting issues to maintain booking accuracy.
- Revenue Optimization: Collaborated with the Revenue Manager to maximize occupancy rates through dynamic rate adjustments, room allocations, and effective use of distribution channels.
- Guest Relations Management: Addressed escalated inquiries and complex reservation requests, delivering high-level customer service and fostering long-term client relationships.
- Audit and Compliance: Ensured all reservation records met compliance standards and maintained accuracy for internal and external audits, working with outsourced auditors as needed.
- Training and Development: Mentored and trained new team members in system usage, booking procedures, and customer service skills, improving team performance and cohesion.
- Reporting and Analysis: Produced regular reports on key performance metrics, including booking trends, occupancy forecasts, and revenue projections, supporting strategic decision-making.
- Incentive Tracking and Processing: Managed the incentive program for the reservations team, ensuring accuracy in record-keeping and facilitating timely distribution in collaboration with the finance department.
- Cross-Functional Collaboration: Coordinated with Front Office, Sales, and Revenue Management teams to align on occupancy goals, VIP arrivals, and special guest requirements for a seamless guest experience.
Reservation Team Leader
Rixos Premium Saadiyat Island
03.2022 - 04.2024
- Supervised Daily Operations: Oversaw daily reservation activities, ensuring smooth and accurate processing of bookings and special requests.
- Team Coordination: Led and coordinated a team of reservation agents, providing guidance, support, and training to ensure adherence to company standards.
- Quality Control: Monitored and maintained high-quality service standards by conducting regular quality checks and providing feedback to team members.
- Inventory and Rate Management: Collaborated with the revenue management team to optimize room inventory and rates, adjusting strategies based on demand and occupancy forecasts.
- Customer Service Excellence: Handled escalated guest inquiries and complaints, delivering prompt and satisfactory resolutions to maintain customer satisfaction and brand reputation.
- System and Database Management: Managed and updated the property management system, ensuring accuracy in guest data, rate codes, and room availability.
- Performance Reporting: Compiled and analyzed performance metrics, including occupancy rates, booking trends, and revenue figures, to assist in strategic planning.
- Process Improvement: Identified opportunities to streamline reservation processes, implementing improvements to enhance efficiency and reduce errors.
- Cross-Department Collaboration: Worked closely with other departments, including Front Office and Revenue Management, to ensure seamless guest experiences.
- Training and Development: Provided regular training sessions for team members to enhance their skills in customer service, system usage, and problem-solving.
Reservations Agent
Rixos Premium Saadiyat Island
09.2019 - 03.2022
Reservations Officer
Dukes the Palm, A Royal Hideaway Hotel
12.2017 - 09.2019
Reservations Agent
Holiday Inn Resort Dead Sea
05.2016 - 09.2017
Telephone Operator
Jordan Valley Marriott Dead Sea
08.2014 - 05.2016
Education
Bachelor's degree - English Translation
Yarmouk University
06.2013
Skills
- Flexibility
- Attention to Details
- Strong Communication
- Problem-Solving
- Micros Opera
- Micros Fidelio
- MS Office
- Complaint management
- Staff Training and Development
Languages
Arabic
English
References
References available upon request.
Timeline
Reservations Supervisor
Rixos Premium Saadiyat Island
04.2024 - Current
Reservation Team Leader
Rixos Premium Saadiyat Island
03.2022 - 04.2024
Reservations Agent
Rixos Premium Saadiyat Island
09.2019 - 03.2022
Reservations Officer
Dukes the Palm, A Royal Hideaway Hotel
12.2017 - 09.2019
Reservations Agent
Holiday Inn Resort Dead Sea
05.2016 - 09.2017
Telephone Operator
Jordan Valley Marriott Dead Sea
08.2014 - 05.2016
Bachelor's degree - English Translation
Yarmouk University
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