Reservations Agent

4 days left

Recruiter
Mondrian Hotel Doha, Qatar - Morgan Group of Hotels
Location
West Bay Lagoon neighborhood of Doha, capital city of Qatar.
Salary
Mondrian Doha will be Morgans Hotel first Hotel in the Middle East, with more in the pipeline.
Posted
16 Nov 2016
Closes
14 Dec 2016
Ref
Attractive Salary and Benefits
Sector
Hotel
Job Level
Non-Management

Job Purpose:

Under the general guidance of the Reservations Manager, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay.

Duties & Functions:

  • Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service
  • To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings
  • To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi
  • To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel
  • To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards
  • To update any special requests and billing details in Opera
  • To give a polite and friendly response to all incoming telephone enquiries
  • To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible
  • To process all enquiries and reservation confirmations on the same day as receipt
  • To maintain accurate filing systems for all correspondence within the department
  • To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
  • To identify potential sales leads for the sales team to develop future accounts
  • To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets
  • To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude
  • To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue

Specific Job Knowledge & Skills:

  • High School Diploma or equivalent required. College Degree in Business, Hospitality, or Related field preferred
  • One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
  • Hotel reservations experience gained in the Middle East preferable
  • Enter and locate work related information using computers and/or point of sale systems
  • Possess a gracious, friendly, and fun demeanor
  • Ability to multitask, work in a fast paced environment and have a high level attention to detail
  • Strong verbal and written communication skills in English with Arabic and other languages preferred
  • Maintain positive and productive working relationships with other employees and departments
  • Ability to work independently and to partner with others to promote an environment of teamwork