The Reservations Manager will be responsible for establishing and managing the complete reservations function for the new luxury pool, beach and lifestyle venue at The Heart of Europe Island.
This is a commercial reservations role, not an administrative booking position.
The Reservations Manager will be expected to build the reservations operation from the pre-opening stage, establish the reservation strategy and systems, develop a strong client database, generate bookings, develop external partnerships and maximise revenue from every available booking opportunity.
The role will be responsible for converting enquiries into revenue while creating a highly personalised booking experience for VIP, repeat and high-value guests.
KEY RESPONSIBILITIES
1. Pre-Opening Reservations Setup
- Lead the establishment of the reservations department before opening.
- Develop reservation procedures, booking standards and guest communication standards.
- Work with management to establish booking policies, cancellation policies, deposits, minimum spends and booking terms.
- Establish booking categories for beach beds, pool beds, cabanas, VIP areas, dining, events and special experiences.
- Ensure the reservations system is correctly configured before opening.
- Develop reservation scripts, email templates, WhatsApp communication and guest confirmation standards.
- Establish daily reservation reporting and forecasting procedures.
- Coordinate with IT and management on CRM, booking and payment systems.
2. Client Database Development
- Build and maintain a comprehensive client database from the pre-opening stage.
- Identify and actively target high-value local and international clients.
- Develop VIP, corporate, lifestyle and repeat-guest databases.
- Capture guest preferences, booking history, spend, special occasions and relevant guest information.
- Maintain accurate and up-to-date CRM records.
- Segment clients according to value, frequency, preferences and potential.
- Develop targeted communication and rebooking strategies.
- Ensure the database becomes a commercial asset for the venue.
3. Client Acquisition & Sales
- Proactively generate reservations rather than waiting for enquiries.
- Contact existing and potential clients to introduce the new venue.
- Develop a personal network of high-value clients.
- Build relationships with luxury hotels and concierge teams.
- Develop partnerships with DMCs, travel advisors, event agencies, private members clubs, yacht companies, lifestyle companies and corporate partners.
- Generate group bookings, VIP bookings and private events.
- Follow up on all enquiries and opportunities.
- Convert enquiries into confirmed and paid bookings.
- Maintain strong relationships with repeat and high-value clients.
4. Revenue Management
- Maximise revenue through effective allocation of beach beds, pool beds, cabanas, VIP areas and dining capacity.
- Work with management to establish dynamic booking strategies during high and low demand periods.
- Monitor booking pace and demand.
- Identify opportunities to increase minimum spends and premium seating revenue.
- Monitor cancellations, no-shows and deposits.
- Maintain waiting lists and actively convert cancellations into new business.
- Work closely with F&B and Pool & Beach Management to maximise total guest spend.
- Prepare daily, weekly and monthly reservation forecasts.
5. VIP & Guest Relationship Management
- Personally manage VIP and high-value reservations.
- Maintain detailed profiles of key guests.
- Anticipate guest requirements and communicate preferences to the operational team.
- Coordinate special occasions, celebrations, VIP arrivals and bespoke requests.
- Ensure VIP guests receive a seamless experience from initial enquiry through departure.
- Conduct post-visit follow-up with selected VIP and high-value clients.
- Drive repeat visits and long-term relationships.
6. Reservation Team Management
- Recruit, train and manage the reservations team.
- Establish clear performance standards and sales targets.
- Train team members in sales, upselling, guest communication and VIP handling.
- Monitor response times and conversion rates.
- Conduct daily reservation briefings.
- Review outstanding enquiries and pending confirmations daily.
- Ensure all bookings are accurately recorded and communicated to the operation.
- Develop a high-performance, sales-driven reservations culture.
KEY PERFORMANCE INDICATORS
The Reservations Manager will be measured against:
- Total reservations revenue vs. budget
- Number of confirmed bookings
- Booking conversion rate
- Average booking value
- Average spend per booking
- Beach/pool bed occupancy
- VIP booking revenue
- Repeat guest bookings
- New qualified clients added to database
- Database growth and quality
- Number of active external partners
- Revenue generated through external partners
- Corporate/group booking revenue
- Cancellation and no-show percentage
- Response time to enquiries
- Upselling revenue
- Guest satisfaction
- Revenue per available bed / cabana
PRE-OPENING COMMERCIAL TARGET
Before opening, the Reservations Manager is expected to establish a qualified launch database and pipeline of prospective guests, rather than waiting until opening day to begin generating business.
This should include:
- VIP and high-value individual clients
- Local residents and Dubai-based clientele
- Luxury hotel guests
- Corporate clients
- Concierge companies
- DMCs and travel advisors
- Yacht and private aviation clientele
- Event agencies
- Lifestyle and membership communities
- Brand and corporate partnership opportunities
- Repeat and referral business
REQUIREMENTS
- Minimum 4–5 years experience in luxury hotel, beach club, restaurant, lifestyle venue or reservations environment.
- Previous experience managing a reservations team or senior reservations function.
- Strong commercial sales background.
- Experience with luxury/VIP clientele.
- Strong knowledge of CRM and reservations systems.
- Proven ability to build and maintain client databases.
- Proven ability to convert enquiries into revenue.
- Strong networking and relationship-building skills.
- Experience with minimum-spend, table, beach-bed, cabana or similar premium reservations is highly desirable.
- Excellent English communication skills; additional languages are advantageous.
- Strong knowledge of Dubai's luxury hospitality and lifestyle market.
- Ability to work weekends, evenings and public holidays.
- Strong organisational and analytical skills.
