Cluster Reservations Agent

Summary

Main Duties and responsibilities:

Operational

1. To answer the telephone promptly and clearly, ensuring a courteous and professional tone at all times.

2. To be flexible in order to perform all job responsibilities pertaining to reservations.

3. To be knowledgeable with all services and products offered by the hotels.

4. To learn and use the following systems efficiently: Reserve, Opera and Microsoft Outlook.

5. To confirm reservations for any Hyatt Hotels around the world.

6. To handle and follow proper procedure for all visa’s requests.

7. To handle assigned group booking requests.

8. To handle email and written correspondence.

9. To make reservations received from external online travel agents.

10. To use and adhere to policies and procedures for handling calls while selling the properties.

11. To ensure proper follow up is done with all guest inquires in a courteous and efficient manner.

12. To report all guest complaints to supervisor if not immediate solution can be found.

13. To ensure the place of work and surroundings area is kept clean and organized at all times.

Finance

1. Use the up-sell approach on every call.

2. Adhere to the standard pricing guidelines.

General

1. To understand and strictly adhere to the Rules & Regulations established in the Employee handbook.

2. To project at all time a positive and motivated attitude and exercise self-control.

3. To report for duty punctually wearing the correct uniform and name tag at all time as per Hyatt Grooming Standards.

4. To maintain a high standard of personal appearance and hygiene at all time.

5. To maintain a good rapport and working relationship with staff in the place of work and the hotels.

6. To attend and contribute to all require meetings and other related activities.

7. To respond to any changes in the department as dictated by the needs of the industry or hotels.

Other Duties:

1. To carry out any other reasonable duties and responsibilities as assigned.

This Job Description illustrates the primary responsibilities, but is not an exhaustive list of duties which may change from time to time, within reason and in accordance with the needs of the business and as assigned by your reporting manager.

Qualifications

An ideal candidate will possess:

• Ideally with a relevant degree or diploma in Hospitality or Tourism management.
• Minimum 2 years' work experience in hotel operations.
• Good customer service, communications and interpersonal skills are a must.
• Native level Arabic skills required