Reservations Agent

SUMMARY

The role holder will contribute to the performance of the hotel by handling all reservation requests and assisting in maximizing room revenue and occupancy. He / she will be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction.

It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.

KEY RESPONSIBILITIES

· Processes and confirms guest room reservations made by clients.

· Follows procedures to process all room reservations, rates, confirmations and hotel facilities.

· Maintains established filling system for all correspondence and collates reports as required.

· Speaks with team members and guests using clear and professional language.

· Answers telephones using appropriate etiquette and within 3 rings as per our industry standards.

· Ensures that reservation requests are answered accurately within 24hours of timeframe.

· Welcomes and acknowledges all guests according to the WH&R standards and policies.

· Anticipates and addresses guests’ service needs.

· Processes amendments to reservations such as extensions, early departures, etc. based on availability and strategies.

· Explains guarantee, special rate and cancellation policies to callers.

· Identifies guest reservation needs and determine appropriate room type after verifying availability of room type and rate.

· Ensures that revenue is maximized by up-selling guest rooms and recommending hotel facilities.

· Responds to all communications from guests, travel agents and referral networks concerning reservations arriving by mail, telephone, fax any other program

· Communicates reservation information to the front desk.

· Processes cancellations and modifications and promptly relays the information to the front desk.

· Tracks future room availabilities on the basis of reservations.

· Maintains a clean and neat appearance at all times.

· Knowledgeable to use the hotel software for reservations (e.g. opera system).

· Works in harmony with other team members in the hotel.

· Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

· Set up proper billing accounts (i.e. room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.

· Should be well diverse with mystery calls script provided by the hotel based on the brand standards .

· Should be checking 24/48/72 hours of arrival check in order to have a smooth arrival of the guest and a hassle free check in experience .

· Should maintain a proper track for all pre-paid bookings from Travel Agent and Corporate accounts and ensure that payment comes before the arrival of the guest.

· Should also be responsible for checking online commissions for all our digital online partners and submit to Revenue department for signatures and further processing of payments.

· Maintain complete knowledge of:

• All hotel 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.

• Specific arrangements between hotel and travel agencies and/or corporate reservations center.

• Entertainment/special events scheduled in the hotel.

· Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

· Set up group room blocks in the system. Book group reservations against the room block.

· Monitor group cut-off dates and review with Sales or group contact.

· Review group resumes and convey all pertinent information in the system to appropriate personnel.

Human Resources

• Ensure 100% compliance with all mandatory training for your department.
• Support with quarterly People, Community and Sustainability engagement events

Communication

• Share all relevant information with your line manager in 121’s.

SKILLS & COMPETENCIES

· Good communication skills both verbal and writing in English, any additional language is an a plus.

· Customer oriented.

· Problem solving skills.

· Organizational skills.

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s Hotelitarian! service culture to be responsive, respectful and deliver a great experience.

EXPERIENCE, CERTIFICATION & EDUCATION

· Ideally a minimum of 1 to 2 years working as a reservation agent in a branded hotel

· Proficiency computer literacy

· Knowledge of Opera system

· Ideally Certificate or Diploma in a hospitality field or business administration.

Pay: AED3,000.00 - AED4,000.00 per month

Work Location: In person