Agent, Reservations

KERZNER INTERNATIONAL LIMITED; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Kerzner International Limited's Bab Al Shams Desert Resort seeks a Reservations Specialist to ensure premium guest service and maximize revenue through accurate bookings and upselling. You will be the first point of contact for room reservations, handling inquiries with warmth and professionalism while upholding LQA standards.

You’ll work in a five-star environment in Dubai, coordinating with Concierge and outlets, maintaining guest profiles in OPERA, and delivering exceptional guest experiences

Qualifications

• Degree/Diploma in Hotel Management or equivalent.
• 1–2 years minimum experience in a similar role in four- or five-star hotel.
• Knowledge of reservation and distribution tools (Opera/Fidelio).
• UAE/GCC local market experience
• Excellent communication skills and fluent English; strong telephone skills.

Responsibilities

• Serve as the main contact for Rooms reservations and convert inquiries into contracted business.
• Upsell resort outlets and facilities whenever possible and show knowledge about other facilities.
• Input reservation details accurately into the OPERA Property Management System.
• Coordinate with Concierge on airport transfers and with Restaurant reservations on bookings.
• Maintain up-to-date guest profiles in the system and respond to guest inquiries about facilities, hours, rates, and types.

Skills

Communication skills

Telephone skills

Organization

Teamwork

Sales skills

Education

Hotel Management Degree/Diploma

Tools

Opera

Fidelio

Microsoft Office

Job description

Ensure full understanding of the business strategy and positioning of the RARE Finds brand and can effectively articulate this positioning in the marketplace This is the responsibility of ALL sales and marketing professionals regardless of their responsibility level Rare Finds is a collection that brings to the forefront the essence of a place Joining people together through authentic and soulful experiences their proximity to rich cultures offers distinctly humbling journeys of incredible discovery

Key Duties and Responsibilities

Support the Sales and Marketing team in maximizing the hotel s revenue and achieving resort goals and KPI s by implementing strategies and business plans briefed by the line manager Being a Bab Al Shams Resort employee means embodying and conveying the brand mindset through the values of Connection Warmth Care and Empowerment Serve as the main contact for Rooms reservations and provide the best first impression of Bab Al Shams Desert Resort to all callers amp convert inquiries into contracted business and respond positively to sales inquiries with a focus on revenue maximization and quality Attract guests and enhance their loyalty by providing a distinctive service through communication and sales skills to improve the hotel s image and increase revenue Actively up-sells each business opportunity to maximize revenue opportunity Handles all incoming calls utilizing the company-approved standard of greeting and follows the LQA reservations script Ensure full and comprehensive knowledge of the resort facilities Process all reservation requests by entering the data accurately in the Property management system Be a continual source of information help and assistance to all guests Answers guest questions about property facilities services e g hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants and special events Use sales techniques as per LQA Standards requirements when assisting guests in making reservations including personalizing calls using storytelling to give a sense of place and build anticipation before the stay obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days Identifies guest reservation needs by asking open-ended questions to obtain all necessary information Determines the most appropriate room type to meet guest requirements and maximize room rate Verifies all reservation information with callers to ensure accuracy Accommodates and documents special requests accurately and efficiently Explains guarantee and cancellation policies to callers Describes room accommodations and benefits feature sale amenities to guests Ensures accurate input of reservation details in the property management system OPERA Assigns confirmation cancellation numbers and relays this information to callers Prepares and sends confirmation letters within 2hrs to ensure guest satisfaction Coordinates with the Concierge on all airport transfer requests Coordinates with Restaurant reservations on all restaurant reservations requests Upsell resort outlets and facilities whenever possible and show knowledge about other resort facilities when answering questions Identifies repeat guests using appropriate codes Resolves guest complaints ensuring guest satisfaction Ensure to update VIP bookings in the Property Management System Ensure correct profiles are attached for guests Tour Operators Wholesalers and Corporates to ensure quality of reservation data and merge duplicate profiles when needed Maintains complete knowledge of and comply with all departmental policies service procedures standards Ensure updated guest preferences in the SAGA platform Maintains a high level of communication and feedback within the department Ensure all FAM Trip Complimentary rooms are booked as per standard outlined To promptly respond to all guest requests made through the Online Travel Agent s extranets Ensure daily task lists are covered before the end of the shift Reports to duty punctually and in accordance with the department duty roster To be consistently well groomed amp professional in appearance and to always wear the appropriate uniform and name badge To attend departmental meetings briefings and resort training programs as and when needed or instructed To carry out shifts tasks when required and to perform any other duties that the Management may assign from time to time Works as part of a team that maximizes guest satisfaction and comfort delivering a positive and timely response to guest inquiries and problem resolution Adhere to Kerzner Reservations Excellence 12 weeks onboarding program Ensure guest confidentiality is always maintained To adhere to all Standard Operating Procedures Kerzner SOPs amp BAS SOPs To ensure full understanding and adherence to Department s KPIs Maintain strong commercial relationships with direct guests third-party bookers and partners To interact and communicate with guests amp colleagues in a courteous friendly open and honest manner at all times Degree/Diploma in Hotel Management or equivalent Hotel Management graduate or Reservations operations certification1-2 years minimum experience in a similar role in four- or five-star hotel.Knowledge of reservation and distribution toolsKnowledge of the hospitality sectorOpera/Fidelio KnowledgeMicrosoft Office Software applications skillsUAE/GCC local market experienceExcellent Communication SkillsListen effectivelyCommunicate clearly and in a friendly wayTo solve the issueOrganized and disciplined, dedicated and loyal (essential)Friendly, pleasant, and easy to be around (essential)Work effectively under pressure to meet deadlines (essential)Expertise in written and spoken English (essential)High level of telephone skills (essential)Willing to take personal responsibility for own performance