Reservation Sales Agent

Location
Dubai (City) (AE)
Posted
02 Nov 2016
Closes
30 Nov 2016
Sector
Hotel
Job Level
Management

Key Duties and Responsibilities

 

  • Exercises proper selling, up-selling, cross selling and suggestive selling technique in order to maximize property revenue.
  • Maintain up to date knowledge on sales strategies, rates, products, packages, facilities and inventory at all times.
  • Ensure every caller directed to the department receives an optimum level of services and care at all times.
  • Must consistently follow the IFH call processing standard at all times.
  • Understand the importance of the JD Powers (Customer’s Satisfaction Survey) and work with the management to ensure guests are happy with our product and services.
  • Handle guest queries, requests and complaints related to reservations in a polite and efficient manner.  Seeks guidance from Team Leader or / Assistant Managers to minimize customer dissatisfaction.
  • Record and process reservations made by phone/fax/email/letters/Website/GDS and CRS, ensuring response within 24 hours of receipt.
  • Identify and anticipate needs and requirements by asking open-ended questions to obtain all necessary information.
  • Ensures accurate input of reservations details in the hotel property management system (OPERA/CHAMELEON).
  • Liaise with the Sales/Group Department regarding booking of group rooms. Events department for banquet/ conventions/meeting/conference/wedding/exhibition requirements.
  • Prints and reconciles the trace report on a daily basis.
  • Organizes entry visas for Resort guests along with the visa officers.
  • To provide assigned team leader all relevant correspondences for late cancellation and no-show bookings to support the penalty charges.
  • Attend briefing and departmental meetings as required.
  • Liaise with Credit Manager and Front Office Manager for all reservations requiring credit approval.
  • Maintain a comprehensive filing system in the Reservations department at all times.
  • Attends all training programs as required by the business needs.
  • Demonstrate adaptability and flexibility as maybe required and according to work demand.
  • Treats internal and external customers fairly with respect, while developing effective customer networks.
  • Understand the importance of the JD Powers (Customer’s Satisfaction Survey) and work with the management to ensure guests are happy with our product and services.
  • Achieve performance target (Key Performance Indicator) to ensure that agent’s work supports and furthers the organization's goals.
  • Make use of the SCORE CARD for comprehensive view of agent’s performance to identify problem areas and track progress. 
  • Comply with the resort and department cost saving plans and initiatives.
  • Ensure compliance to all security and safety standards on everyday basis 
  • Understands and observes the department general policies, standards and procedures at all times.
  • Performs any additional tasks as and when directed by the Team Leaders, Assistant Managers and Manager according to the business needs.