Reservations Agent

Universal Group; Abu Dhabi; On-site; AED 90,000 - 120,000; Full time

Job summary

Dusit Hotels and Resorts in Abu Dhabi seeks a reservations and guest services professional. You will handle sales, maintain knowledge of room rates, packages, and promotions, and provide top-tier customer service to tour operators and agencies.

The role emphasizes effective communication, timely issue resolution, and collaboration with IT and front office to ensure smooth operations and guest satisfaction in a busy hotel environment.

Qualifications

• Bachelor degree required in hotel management, business administration or a related discipline.
• Minimum 1 year of experience in hotel reservations or guest services.

Responsibilities

• Be knowledgeable of all hotel facilities/services, hours of operation, room layouts and rates.
• Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
• Interact with guests to resolve issues, monitor satisfaction, and follow up on requests.
• Promote up-selling and ensure reservations are honored according to sales strategy.

Skills

Customer service

Sales skills

Communication

Education

Bachelor degree in hotel management or business administration

Tools

OPMS

Sabre SynXis CRS

Serenata NetHotel

GDS Interface

Oasis PMS (China properties)

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.

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.

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