Dubai Reservations Specialist - Guest Experience & Upsell

IHG Hotels & Resorts; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

The Holiday Inn & Staybridge Suites Dubai Business Bay, part of IHG Hotels & Resorts, is seeking an experienced Reservations Agent to join their extraordinary team.

In this role you will handle reservations for rooms and services, provide knowledgeable information, deliver excellent customer service, and work with other departments to meet guest needs. Fluency in Arabic and English is required, with Opera knowledge desirable.

Qualifications

• Minimum 2 years call-centre or hotel operations experience.
• Arabic speaking and Advanced in writing and speaking English.
• Knowledge of Opera is desirable.
• Knowledge of the Arabic language is desired.

Responsibilities

• Booking Reservations: Reservations Agents are responsible for assisting guests with making reservations for rooms, dining, and other hotel services. They may take reservations over the phone, via email, or through online booking systems.
• Providing Information: They should be knowledgeable about the hotels amenities, room types, rates, and special promotions. Agents should be able to provide guests with detailed information to help them make informed decisions.
• Customer Service: Reservations Agents are often the first point of contact for guests, so they must provide excellent customer service. They should be friendly, professional, and patient when dealing with guest inquiries and requests.
• Problem Solving: Sometimes guests may encounter issues with their reservations, such as date changes, cancellations, or special requests. Reservations Agents should be skilled in problem-solving to address these issues effectively.
• Upselling: Agents may have targets for upselling additional services or room upgrades to increase revenue. They should be able to identify opportunities to offer extra amenities or room categories to guests.
• Data Entry: Accurate data entry is crucial for recording reservation details, guest information, and payment details. Agents must ensure that all information is entered correctly into the hotels reservation system.
• Payment Processing: Reservations Agents may process payments for reservations, including taking credit card information and securing deposits.
• Handling Inquiries: They should be prepared to answer a wide range of inquiries, including questions about hotel policies, local attractions, transportation options, and more.
• Communication: Reservations Agents often need to communicate with other departments within the hotel, such as housekeeping and front desk, to ensure that guest requests are met.
• Record-Keeping: Maintaining accurate records of reservations, cancellations, and changes is essential for tracking occupancy and revenue.

Skills

Arabic language

English proficiency

Tools

Opera software

Job description

The Holiday Inn & Staybridge Suites Dubai Business Bay, part of IHG Hotels & Resorts, is seeking an experienced Reservations Agent to join their extraordinary team.

In this role you will handle reservations for rooms and services, provide knowledgeable information, deliver excellent customer service, and work with other departments to meet guest needs. Fluency in Arabic and English is required, with Opera knowledge desirable.