Reservations Agent

Dusit Thani Mactan Cebu; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

Join a dynamic team at a forward-thinking hotel, where you will play a crucial role in enhancing guest experiences through exceptional customer service and effective sales strategies. As part of a renowned hospitality brand, you will be responsible for managing reservations, ensuring guest satisfaction, and promoting hotel services. This position offers a unique opportunity to develop your skills in a vibrant environment while contributing to the hotel's success. If you are enthusiastic, self-motivated, and ready to make a difference, this role is perfect for you.

Benefits

Employee Discounts

Health Insurance

Training and Development Programs

Meal Allowance

Qualifications

• Minimum 1 year experience in a similar role.
• Bachelor's degree in hotel management or relevant discipline required.

Responsibilities

• Provide excellent customer service to guests and travel agencies.
• Manage reservation requests and ensure guest satisfaction.

Skills

Customer Service

Sales Techniques

Communication Skills

Problem Solving

Education

Bachelor's Degree in Hotel Management

Bachelor's Degree in Business Administration

Tools

Opera Property Management System (OPMS)

Sabre SynXis CRS

Microsoft Office

Job description

Job Description

PRIMARY RESPONSIBILITIES:

Sale Role:

• Be knowledgeable of;
• All hotel facilities/services, hours of operation.
• All guest room layouts, bed types, décor, 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, corporate reservations center.
• Entertainment/special events scheduled in the hotel.
• Take personal responsibility for driving up selling, achieving set revenue targets by months.
• Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.
  
  

Customer Service Role:

• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• Communicates effectively with all guests and colleagues.
• Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
• Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
• Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
• Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.
  
  

Administrative Role:

• Adhere to all Dusit International Standard Operating Procedures.
• Maintaining high standards of data quality through regular data cleansing activities.
• Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
• Reply to all guest requests within 24 hours of receipt.
• Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
• Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
• Handle daily trace/follow up reports according to the requirements.
  
  

RELATIONSHIP

• Reservation leaders, to assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
• Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
• Interact with all customers (internal and external) in a friendly, helpful and expedient manner.
  
  

Accountabilities

• Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
• Liaise with IT in report and faults on telephone lines or computer network.
• Proactively promote other sister properties of the Dusit Hotels and Resorts.
• Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel
  
  

Technical Responsibilities

• Knowledge of technical and managerial applications of the following systems and their utilization;
• Opera Property Management System (OPMS)
• Sabre SynXis CRS
• Serenata NetHotel Profile Management
• GDS Interface (GDS)
• Oasis Hospitality Software (PMS for China Properties)
  
  

Commercial Responsibilities

• Maintains high level of effective communications with guests and colleagues.
• Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.
  
  

Human Resources Responsibilities

• Adheres to the grooming standard and the Hotel’s policy and ensures that the reservations team follow the same.
• Maintains good relationship with his/her colleagues and other departments.
• Develops him/herself to be able to grow in the company.
  
  

Others

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.
  
  

Accountabilities

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.
  
  

Company’s Culture

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”
  
  

CONFIDENTIALITY

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
  
  

Job Requirement:

• Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
• Minimum of 1 year in relevant experience in a similar capacity.
• Basic experience with OPMS and all related system and its day to day support.
• Good knowledge of Microsoft office programs.
• Enthusiastic and self-motivated, according to Dusit International’s core values.
• Ability to communicate effectively and professionally written and spoken English.