Cluster Reservations Agent

Abu Dhabi National Hotels; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in hospitality is seeking a Cluster Reservations Agent to manage reservations effectively and ensure optimal service delivery. The ideal candidate will possess strong communication and problem-solving skills, demonstrating a commitment to service excellence while supporting the core values of the organization.

Qualifications

• Requires fluency in English; fluency in Arabic is a big advantage.
• Needs strong problem-solving and decision-making abilities.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Process all reservations accurately and maintain effective communication.
• Handle internal/external emails within 24 hours.
• Participate in training and adhere to hotel promotions and standards.

Skills

Communication

Interpersonal skills

Problem-solving

Team collaboration

Discretion with confidential info

Education

High School Diploma

Tools

Microsoft Office

Job description

A Cluster Reservations Agent is responsible on maintaining effective communication on all reservations made to ensure smooth and efficient service delivery following both Marriott and Radisson Blu brand standards. Process all reservation inquiries made by phone or email efficiently and accurately. Convert enquires into sales in order to maximize revenue & occupancy. Promote the desired work culture around the core values of Trust, Integrity, Respect and One Team. In particular, you will be accountable for the following responsibilities, which must be completed to the utmost standards:

• Answer the phone within 3 rings utilizing company approved standard of greeting, followed by reservations script in handling the Guest inquiry for Hotel room reservation or other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email and other channels as directed according to standard operating procedures
• Process the reservations by entering the information accurately in the property management system; follow up with reservation confirmations, modifications, cancellations and make the changes in the system as applicable; make sure information is entered according to standard operating procedures and standards
• Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities; special request; advance deposit; compile reports as directed by the Manager or Supervisor of the department
• Have full knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings; keep up to date with new promotions
• Participate and comply with any training and reservation programs, such as up-selling, cross selling other sister hotels to increase revenue for the Hotel and company
• Operate in a safe and environmentally friendly way to protect guests’ and colleagues’ health and safety, as well as protect and conserve the environment
• Responsible for handling all internal/external emails delegated to them within 24 hours and all urgent/priority emails should be actioned immediately.
• Knowledge in Group Bookings.
• Monitor the availability and hotel selling rates by keeping Revenue and Reservations Team updated.
• Prepare reports using both computerized reservation system and other computer software such as Word and Excel.
• Ensures a clean and tidy work area that meets health and safety regulations. Respects rules of hygiene and security as well as the internal procedures.
• Ensure that all correspondence for arrivals is available and prepared for next day.
• Maintain a correct filing system and archived for all correspondence.
• Be aware of cluster departmental SOPs

Maintain complete knowledge of:

• All hotel facilities/services, hours of operation.
• All guest room layouts, bed types.
• 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, corporate reservations center.

Additional Responsibilities

• Performs other duties, as assigned, to meet business needs.
• Relevant analytical qualification
• Knowledge of the hotel property management systems

What are we looking for:

A Cluster Reservations Agent representing our brand is consistently advocating for our guests and collaborating with other associates. In order to effectively fulfill this position, it is imperative that you uphold the following attitudes, behaviors, skills, and values:

• High School Diploma
• Ability to speak, read, write and understand English as the primary language(s) used in the workplace – fluency is required; any other additional language skills are appreciated (fluency in Arabic is a big advantage).
• Must be able to work with others to solve complex problems and take initiative to see and define new opportunities and put plans in place to exploit them.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle sensitive and confidential information with discretion.
• Proficient in Microsoft Office
• Ability to work under pressure.
• Proven ability to work with a team and follow instructions.

Physically Requirement

• Sit for long periods during work shifts.
• Reach overhead and below knees, bending, twisting, tugging, and stooping.
• Can move, lift, carry, push, pull, and place objects under 25 pounds without help.