General Information

Press space or enter keys to toggle section visibility

Country/Region

United Arab Emirates

Province/City

Abu Dhabi

Location

Rosewood Abu Dhabi

Department

Others

Job Type

Full-time Permanent



Press space or enter keys to toggle section visibility

OVERVIEW/BASIC FUNCTION:

Responsible for all tasks pertaining to the Service Center and Room Reservations. Senior Reservations and Service Center Agent monitors the team to ensure that prompt, courteous and efficient services are provided, in accordance with Rosewood Abu Dhabi hotel standard operating procedures.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level daily.

• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

• Anticipate guests\' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.

• Always maintain positive guest relations.

• Resolve guest complaints, ensuring guest satisfaction.

• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

• Maintain complete knowledge of:

a. All hotel facilities/services, hours of operation.

b. All guest room layouts, bed types, decor, appointments and locations.

c. Room availability for any given day.

d. Restricted dates, rates and room types.

e. All room rates, packages and promotions.

f. Specific arrangements between hotel and travel agencies, corporate reservations center.

g. Entertainment/special events scheduled in the hotel.

• Access all functions of the computer system.

• Set up work station with necessary supplies and resource materials.

• Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.

• Correctly input information including guest profile, rate code, market code and etc. into Opera PMS to reflect the most accurate data for statistics and analysis purposes

• Generate reservation confirmations and ensure they are successfully sent to the bookers

• Issue payment links for clients according to payment and guarantee policy of each reservation

• Issue COA (Cash on Arrival) Invoice for non-credit partners and follow up payment according to the agreed due date

• Coordinate with Finance and Front Office to proceed Virtual Credit Card and bank transfer payments

• Coordinate with Sales and Marketing department to ensure that FIT and Group reservations are made correctly according to the agreement made between sales team and business partners

• Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations

• Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel\'s revenue is optimized and highest profitability is achieved

• Proceed credit card payment for Direct Reservations with prepaid, non-refundable conditions and post the successful transactions into Opera PMS

• Recheck all bookings reserved in the system and compare with correspondence to ensure that all details are updated correctly

• Attend Arrival Review meeting with Operation Departments to communicate necessary information and ensure that all concerned team members understand details of each individual reservations, especially ones entitled to SAG levels

QUALIFICATIONS:

• Experience: Minimum one year\'s experience as a reservation\'s or call center supervisor,preferably for a luxury or ultra-luxury hotel.

• Education: Bachelor or College diploma.

• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest\'s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills: Ability to suggestively sell; ability to input and retrieve information from the hotel reservations system.

• Language: Required to speak, read, and write English, with fluency in other languages preferred.

About Us

Press space or enter keys to toggle section visibility

Located on Al Maryah Island at the core of Abu Dhabi\'s new Central Business District (CBD), Rosewood Abu Dhabi is a five-star luxury hotel inspired by the glistening Arabian Gulf, reflecting the history, architecture, and culture of Abu Dhabi. You will discover spacious guest rooms, fine dining, and world-class amenities married to stunning views.

Rosewood Hotels & Resorts