The First Group
Director, Central Reservations Office
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
Report job as expired
Job expiry date: 22/06/2025
Job overview
Date posted
09/05/2025
Location
Dubai, United Arab Emirates
Salary
AED Undisclosed per month
Experience
10 - 15 yrs
Seniority
Director
Qualification
Bachelors degree
Expiration date
22/06/2025
Job description
The First Group Hospitality is seeking a Director of Central Reservations Office to oversee the strategic and operational leadership of its reservations function. This role is pivotal in enhancing the guest experience and optimizing revenue by streamlining room and restaurant booking processes across multiple hotel properties and external partners. The successful candidate will bring strong leadership, deep knowledge of hospitality systems, and a guest-first mindset to support both internal stakeholders and end customers through centralized reservation operations.
Required skills
reservations management
hospitality systems
team leadership
PMS systems
revenue optimization
guest services
call center operations
performance metrics
multi-property coordination
restaurant bookings
sales strategy
cross-functional collaboration
CRM systems
reporting & analytics
forecasting
cluster operations
GCC hospitality market
communication protocols
quality assurance
guest satisfaction enhancement
Key responsibilities
- Lead and manage the Central Reservations Office team across multiple properties and partners
- Ensure efficient and accurate handling of room and restaurant reservation requests across various communication channels
- Drive performance improvements and conversion rates through process enhancements and training
- Collaborate with sales, revenue, and operations teams to align reservation strategy with overall business objectives
- Optimize booking flow, service quality, and guest satisfaction through regular quality checks and KPI analysis
- Oversee use of hospitality technology including PMS, CRM, and reservation platforms to ensure operational efficiency
- Develop and implement cluster-level reservation strategies for peak periods, promotions, and special events
- Monitor daily operations, manage escalations, and ensure compliance with service standards and protocols
Experience & skills
- Bachelorās degree in Hospitality, Business, or related field preferred
- 10+ years of progressive experience in reservations or commercial operations within the hospitality sector
- Strong leadership and people management skills with experience overseeing multi-property or cluster setups
- In-depth understanding of hotel reservation systems, call center operations, and guest service protocols
- Demonstrated success in optimizing revenue through reservations strategies
- Excellent communication, problem-solving, and guest engagement skills
- Strong analytical capabilities with the ability to manage metrics and performance reporting
