DO YOU HAVE WHAT IT TAKES TO BE PART OF THE MELIÁ DESERT PALM FAMILY?
Meliá Desert Palm Member of Meliá Collection, is part of the global Spanish hotel company, Meliá hotels International. Located only 20km outside Dubai’s city centre, this Arabian retreat is the ultimate escape to relax in sophisticated elegance. A combination of rooms, suites and cosy private pool villas, chic spaces for culinary refinement and spa indulgences surrounded by vast green landscape and endless sunshine
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Answer and reply all incoming telephone calls not later than by the 3rd ring
Connect all telephone calls instantly, never leaving a caller on hold for longer than 30 seconds
Answers question briefly and precisely
Always speaks slow, precise, loud and firm
Handles every guest request with utmost politeness
Never forget that the telephone is the business card of the hotel
Handles the telephone console with due care, assures the regular cleaning and hygiene care of equipment
Reacts correctly in the case of complaints, takes the correct decision and puts through to the responsible person
Handling incoming and outgoing fax messages for hotel guests and hotel purposes.
Follow up’s with the guest history system
Responding to all reservations and general resort enquiries that comes via email, fax or phone calls and actively seek to convert enquiries to firm bookings
Ensuring that the numerous received emails, phone calls and faxes are attended by latest end of your shift
Entering confirmed reservations into WinHMS with all accurate data and allocating rooms immediately. Highlight special requests, VIP status and billing instructions if required
Generating pro-forma invoices for TO/TA non contracted, issue cancellations letter and invoice that incur charges. Arrange payment procedures through accounts receivable
Keep tentative offers on file – follow up after 3 days
Handover required deposit taking to FO to charge and enter in WinHMS
Arrival reservation checks – 28 days, 7, 3 , 1
Daily check airport transportation
TRUST – daily check of new reservation, enter in PMS, confirm if needed.
Alert manager/supervisor once room availability decreases for TO allotments
Trace reports and daily action
Ensuring that all work material are available and the office area is kept neat and tidy
Generating reservations reports as and when required, keeping in mind the deadlines, accuracy and the needs of the person inquiring the report
Ensuring a high level of product knowledge of the resort and local area and staying well informed of industry trends and competitor activities, whilst protecting the confidentiality of the information held in the department
Double check all correspondences of bookings before sending out
Preparing daily list
Guest follow up email after departure
Keeping a log of issued gift certificates
Staying well informed with all activities in the surrounding and fairs/shows in Dubai
Accurate handover of all relevant information / details to next shift
At all times believe that Team work is the key to ensuring all of our guests have the ultimate experience
Ensuring guest confidentiality is maintained at all times
Responding to all guest requests where possible
Communicating guest feedback, complaints and operational issues to your department head
Assist the Front Office team and the Guest coordinator if necessary
Handling any other tasks required by our guests and management
Ensuring a high level of customer satisfaction and ensure that all customer queries or requests are handled in a polite and efficient manner
Full product knowledge and departmental overview
Up selling category, cross selling internal departments and PAQ
Be familiar with all the Emergency procedures
Handling administration tasks in the department (manual files, e-filing, etc)
Skills Required
Excellent verbal and written English communication skills (Arabic desirable)
Basic computer proficiency
Data entry experience
Clerical and basic office skills
Knowledge of customer service standards and procedures
Compensation & Benefits
Salary: Provided
Accommodation: Provided
Employment Visa: Provided
Flight Tickets: Provided
Medical Insurance: Provided
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