Director, Central Reservations Office

The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.

Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.

At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.

The Central Reservations Office serves as a vital part of the sales and commercial team, acting as a key point of contact for guests and internal stakeholders. This role is responsible for leading a team that manages all room and restaurant reservation requests—ensuring accuracy, efficiency, and a premium level of guest service across various communication channels. The primary objective is to drive revenue by optimizing the reservations process and enhancing the guest experience.

The position may support a multi-property setup or cluster configuration, managing reservations for The First Group (TFG) properties as well as external partners, including both room and restaurant bookings.

Key Responsibilities

Reservations & Sales Operations

• Manage and oversee the accurate processing of all reservation requests, changes, and cancellations via phone, email, and online platforms.
• Identify guest needs, apply appropriate room types and rates, and input accurate information into the system.
• Maximize room revenue by applying upselling strategies, cross-selling, and promoting alternative booking dates or sister properties.
• Ensure guests are informed of and enrolled in the Marriott Bonvoy program where applicable.
• Handle special reservation types (e.g., staff rates, complimentary rooms, wholesale bookings) using correct procedures and coding.
• Manage restaurant reservations through phone, email, and table booking platforms.
• Maintain a high level of accuracy in all systems and guest communications.

Guest Relations

• Provide professional, friendly, and personalized service using guest engagement protocols (e.g., LEARN, LEAP, PLEASED).
• Listen actively and respond promptly to guest inquiries and concerns.
• Anticipate guest needs and ensure a warm welcome and fond farewell.
• Build trust and rapport through genuine conversations and tailored recommendations.

Policies & Compliance

• Maintain confidentiality and security of guest and proprietary information.
• Follow company policies, data protection practices, and standard operating procedures.
• Adhere to escalation protocols and handle guest issues with professionalism.

Communication & Team Collaboration

• Lead by example in professional, respectful communication with guests and colleagues.
• Use appropriate etiquette on calls, including timely responses, tone of voice, and message handling.
• Support and foster a collaborative team culture.
• Handle sensitive matters with discretion and empathy.

Leadership & Relationship Building

• Build strong, productive relationships with property teams, corporate departments, and system support teams.
• Serve as a liaison for cross-functional coordination and issue resolution.
• Drive performance, motivation, and accountability within the CRO team.
• Conduct coaching, performance evaluations, and development sessions with direct reports.

Quality Assurance & Continuous Improvement

• Comply with quality standards and ensure all interactions reflect the brand’s values.
• Identify opportunities for process enhancements and service improvements.
• Monitor KPIs and implement action plans as needed.

Leadership & Communication

• Remains composed and effective under pressure and during change.
• Communicates clearly and persuasively across multiple channels.
• Demonstrates professionalism and earns respect through behavior and tone.

Execution & Results Orientation

• Sets clear performance goals and holds self and team accountable.
• Prioritizes tasks effectively and delivers results through planning and organization.
• Proactively solves problems and makes informed decisions.

Relationship Building

• Fosters openness, trust, and collaboration within the team.
• Builds strong guest and partner relationships based on understanding and service delivery.
• Embraces diversity and supports team members from various cultural backgrounds.

Talent Development

• Provides regular feedback and support to enhance individual and team performance.
• Contributes to organizational capability by evaluating structures and improving workflows.

• Bachelors or equivalent required; higher education is a plus

• Minimum 5 years of experience in hospitality, sales, or revenue management

• At least 2 year in a leadership role with direct team management responsibility

• Strong analytical and computer proficiency, with a data-driven mindset

• Exceptional communication and active listening skills

• Fluency in English (written and verbal); additional languages are a plus

• Proven ability to deliver outstanding customer service

• Collaborative team player with strong interpersonal skills and cultural sensitivity

• Demonstrates integrity, reliability, and a proactive, positive attitude

• Commercially minded with a strong focus on sales and continuous learning