Cluster Reservation Agent

Minor International; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A premier hospitality group in Abu Dhabi is seeking a Reservations Coordinator to oversee the effective operation of the Reservations department. Candidates should have at least 2 years of luxury hotel experience and excellent communication skills. Responsibilities include processing reservations and inquiries, monitoring guest arrivals, and enhancing guest satisfaction. The role offers opportunities for professional growth in a high-end environment.

Qualifications

• At least 2 years of experience in a similar role in an international ultra-luxury resort.
• Familiarity with local market dynamics and competitors.
• Luxury hotel experience is necessary.

Responsibilities

• Assist in the effective operation of the Reservations department.
• Monitor daily arrivals and ensure guest requests are met.
• Process reservation requests and inquiries within 24 hours.

Skills

Hotel operations knowledge

Communication skills

Team player

Customer service

Upselling skills

Tools

PMS

RMS

Job description

Overview

Please note that this is not an exhaustive list of everything that needs to be done. Anantara employees always find new ways to look after the business their guests and their colleagues. Within this the key responsibilities for this position are:

Responsibilities

• Assist in the effective operation of the Reservations department to meet the business goals of the hotel.
• Adhere to all Standard Operating Procedures.
• Take personal responsibility for driving upselling achieving set revenue targets by months.
• Be fully aware at all times of the Selling Strategy rates packages groups and booking status of the hotel.
• Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
• Handle daily trace/follow up reports according to departmental requirements.
• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Understand and apply hotel policies for no-shows cancellation, credit and pre-payment policies.
• To be up to date with current information and data of the hotel product including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club and other services and facilities.
• Take personal responsibility for maximizing quality levels of product and service and guest satisfaction.
• Ensure all issues relating to guest satisfaction are raised, monitored and followed up on a timely basis.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met and reservations are honored.
• Maintain a motivational working environment within the department and with other colleagues in the hotel.
• Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
• Be knowledgeable about local seasonality and events.
• Proactively promote other sister properties of Minor International.
• Liaise with the Accounting Department for information on reservation procedures, reports, and operational problems and payments of commission.
• To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.
• Taking amending and cancel reservation details as applicable. Confirming the method of payment.
• Replying to every request for information within the timeline specified by the hotel.
• To attend hotel events, daily shift briefings and training to improve professional skills.

Qualifications

• Familiar with the hotel operations, available technology (PMS & RMS) and all distribution channels.
• Understand the dynamics of regional & local market, local competitors and events of the destination.
• Luxury hotel experience is a must
• Passion for excellent service
• Excellent team player and great communication skills
• The ideal candidate should have at least 2 years of experience in the same role in an international ultra-luxury resort.

Additional Information

Relocate to remote area

Remote Work

No

Employment Type

Full-time