Job Description

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

A) Responsibilities and Duties:

To be familiar with all hotel policies and procedures.

To be well-versed with the facilities and services offered by the hotel.

To "master" the room product in terms of rates, layout and physical attributes, breakdown/configuration, benefits and amenities.

To be well-versed in all reservations handling and process, proficient in operating the reservations systems and equipment.

To provide prompt, courteous and efficient service at all times. To answer the phones within three rings.

To upsell whenever possible to maximize on occupancy and revenues.

To fully understand market segmentation to accurately "qualify" reservations.

To handle incoming reservation requests/correspondence, confirming or regretting on the day received.

Consistently offer professional, friendly and engaging service

Build rapport and establish brand loyalty through reservations process

Answer telephone and email inquiries in a timely manner

Determine Guest's needs and quote the appropriate room and rate as per requirements

Assist Guests regarding hotel facilities in an informative and helpful way

Respond to enquiries about hotel products and services over the telephone and email, etc

Book reservation with accurate information to ensure we exceed Guest's expectations

Update and check reservations ensuring a flawless check in and checkout process

Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned

Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities

Liaise with Sales and other departments as required

Arrange accommodation, visas and activity requirements for leisure, corporate and wholesale Guests

Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory

Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated

Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment

Drive Rate and RevPar through selling the right room to the right Guest

To take individual bookings over the phone

To ensure all correspondence relating to individual bookings is prioritised and distributed between themselves and the reservations agent to be updated in Opera, responded to where required and correctly filed

To maintain the filing systems within the department

To ensure daily arrivals checks are completed

To maximise rooms sales by ensuring that the room selling status is correct To assist the front desk staff with any reservation queries To assist the accounts office with any reservation queries To identify any departmental procedural issues and address these issues in consultation with the reservations manager and/or revenue manager To maintain good relations with agents, companies and regular guests using the hotel

To ensure good customer care is demonstrated at all times when in contact with guests To action any sales activity set by the Reservations Manger whenever a shortfall is evident To effectively and efficiently carry out all aspects of the reservations agent's duties to the standards of the hotel and company thereby, achieving continued guest satisfaction

To be fully conversant with the Hotel reception, telephone and accounting procedure and which aspects are relevant to reservations to ensure that these are carried out to the standards required by the hotel and the company

To ensure that he Reservations Manager and the Front Office Manager are aware of any guest special requirements so appropriate departments can be informed

To be fully aware of all current promotions and restrictions attached to them. To ensure they are inputted under the correct promotions and promoted at all suitable opportunities

To be able to carry out reservations roles as in individual positions and any other reasonable task requested of them by the reservations manager or revenue manager

To ensure all brochure requests and confirmations are sent to the client within 24 hours of request to the company and the hotels required standards

Job Type: Full-time

Pay: AED1,500.00 - AED1,800.00 per month