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Reservations Advisor

Dubai (Emirate) (AE)
Competitive Salary

Full job details

Recruiter
Armani Hotel Dubai
Posted
13/02/2017
Ref
Location
Dubai (Emirate) (AE)
Job Type
Front Office, Reservations Agent
Sector
Hotel
Job Level
Non-Management
 

Job Description

 

NATURE & SCOPE

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

  • Telephone
  • Facsimile
  • E-mail/Internet

Processes amendments and cancellations and enters these in the PMS.

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 partmental 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 adhering to the call standards.
  • 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 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-withs, 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 immediately.
  • Refer requests for initial booking of group rooms to the Sales Department
  • Handle guest complaints by following departmental procedures and ensuring guest satisfaction.