Reservations Agent

Location
Dubai (Emirate) (AE)
Posted
20 Sep 2016
Closes
18 Oct 2016
Ref
RES/JPH/01
Sector
Hotel
Job Level
Non-Management
  • Answer all incoming calls in an attentive, courteous and efficient manner.
  • Addressing guest/caller by name after checking on name of caller.
  • Receive, record and process reservations from different sources using up-selling and suggestive selling techniques.
  • Identify the guest needs and accordingly determine the appropriate room type.
  • Maintain confidentiality of proprietary information. 
  • Adhere to all Standard Operating Procedures of the department and the hotel. 
  • Be up to date at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel
  • Process and respond within 24 hours to all reservation requests and inquiries.
  • Ensure all traces for the day per shift are printed and checked for appropriate action.
  • Ensure all extranets messages requiring action are responded within 24 hours.
  • Be pro- active in solving problems whenever possible.
  • Promote the Hotel’s products and services by telephone, e-mail
  • Maintain a high level of product and service knowledge
  • Accept wait list reservations with approval of the manager.
  • Process amendments to reservations such as extensions, early departures, etc
  • Manage “no show” reservations by investigation and recording of same
  • Record special billing arrangements for groups and conventions
  • Liaise with Reservations Manager or Front Office Manager or Finance Manager for all reservations requiring credit approval
  • Maintain knowledge of special rates/ offers/ promotions
  • Monitor reservation levels and inform Managers of current and future occupancy rates
  • Prepare reports as requested (e.g. to travel agents, business houses etc)
  • Prepare reservation sales reports
  • Maintain a good relationship with the Front Office and back of the house departments.
  • Ensure uniform and personal appearance is up to hotel’s grooming standards.

Requirements:

1. Experience in 4 or 5 star property preferably in UAE.

2. Minimum of 1 year of experience as a Reservations Agent. 

3. Arabic speaking would be an added advantage.

3. Should have good communication skills specially writing skills.

4. Guest focused and proactive approach.

5. Outgoing personality.