Reservation Agent

Anantara; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A luxury hotel and resort company in Dubai is looking for a Reservations Agent. The role involves assisting in the Reservations department, driving upselling to meet revenue targets, and ensuring guest satisfaction through effective communication and attention to detail. Candidates should have at least 2 years of experience in a 5-star hotel and the ability to work in a dynamic environment.

Qualifications

• Minimum 2 years' experience in a 5-star hotel & resort.
• Fluency in English; additional language(s) a plus.
• Flexibility to work in shifts, including weekends and holidays.

Responsibilities

• Assist in the effective operation of the Reservations department.
• Take personal responsibility for driving upselling and achieving set revenue targets.
• Process and respond to all reservation requests and inquiries within 24 hours.

Skills

Communication skills

Attention to detail

Customer service orientation

Multitasking

Job description

Job Description

Key Duties and Responsibilities

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

• 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 honoured.
• 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 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

• Minimum 2 years' experience in a 5 hotel & resort
• Fluency in English; additional language(s) a plus
• Excellent communication and interpersonal skills
• Strong attention to detail and ability to multitask
• Customer service-oriented with a positive attitude
• Flexibility to work in shifts, including weekends and holidays
• Ability to work well under pressure and meet sales targets