Reservations Advisor - Rove Hotels

Dubai (City) (AE)
02 Jan 2017
30 Jan 2017
Job Level


To handle all Room Reservations and or inquiries pertaining to rates/packages/promotions through the telephone, fax, email & internet in a timely manner.


  • Handles incoming reservations received through the following, and feeds these data into the PMS, correspondingly:

          a) Telephone

          b) Facsimile

          c) E-mail/Internet

  • Processes amendments and cancellations and enters these in the computer
  • Replies to inquiries and reservations through facsimile and e-mail as received
  • Prepares, processes, accomplishes the following tasks:
  • Traces for the day
  • Filing of all Reservation Correspondences
  • Maintains complete knowledge of:
  • All facilities/services, hours of operation
  • All guest room layouts, bed types, decor, appointments and locations
  • Room availability for any given day
  • Restricted dates, rates and room types
  • All room rates, packages and promotions
  • Maintains complete knowledge and comply with all departmental policies and procedures
  • Maintains complete knowledge of PMS and manual systems
  • Sets up work station with necessary supplies and resource materials; maintain cleanliness throughout shift
  • Answer telephone calls within 3 rings, using correct salutations and telephone
  • Etiquette
  • Process all reservation requests, changes and cancellations received by phone, fax, 
  • email and internet
  • Ascertain callers' needs through open-ended questions
  • Enthusiastically describe room accommodations and all amenities
  • Obtain all designated information to book a reservation
  • Accommodate special requests and designate such in system
  • Access guest history records to best service guests; maintain accurate information in guest history files
  • Sell the best rated room to meet the guest's needs; maximize rate for all reservations
  • Promote and sell holiday and other packages to callers requesting reservations on designated dates
  • Verify availability before confirming any reservation.  Suggest alternate dates for sold-out dates
  • Explain guarantee and cancellation policies to callers; assign confirmation/ cancellation numbers and relay such to caller
  • Relay accurate information on transportation arrangements from airport to hotel; input and document such requests
  • Set up proper billing accounts (i.e., share-with, room/tax/incidentals, direct/special billing)/LPOs and process advance deposits according to Accounting policies and with proper authorizations
  • Verify all reservation information with caller to ensure accuracy
  • Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message)
  • Process confirmation letters
  • Refer requests for initial booking of group rooms to the Sales Department
  • Handle guest complaints by following departmental procedures and ensuring guest satisfaction


  • Computer literate
  • Knowledge in Protel is an advantage
  • Should be able to effectively communicate with diverse groups
  • Has the right attitude for the position
  • Minimum 1-2 years in hotel experience required


To explore Rove Hotels please visit