Reservations Agent

Erbil Rotana; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Erbil Rotana in Dubai is seeking a Reservations Agent to handle guest room reservations by phone, letter or fax, enter data into the system, and maintain accurate room status.

The ideal candidate has a hospitality diploma, prior reservations experience, strong English communication, and good computer literacy; additional language skills are a plus.

Qualifications

• Diploma in hospitality.
• Previous experience in hotel reservations.
• Computer literacy.
• Excellent communication skills, with written and spoken proficiency in English.
• Additional language skills are an asset.

Responsibilities

• Process and confirm guest room reservations by phone, letter or fax.
• Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations.
• Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities.
• Show complete product knowledge, understand the rate structure and apply rate management.
• Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor.
• Promote and maintain good public relations, and work to maximise business.
• Keep room status accurate at all times.
• Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly.
• Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity.

Skills

Communication skills

Reservation systems experience

Computer literacy

Languages (English)

Education

Diploma in hospitality

Tools

Reservation system

Job description

Job Description:

We are looking for passionate, dynamic and guest-focused Revenue professionals who take pride in delivering outstanding customer service and creative solutions to our guests.

As a Reservations Agent, you will keep communication effective on all reservations, so that service is smooth and efficient.

Key Responsibilities

• Process and confirm guest room reservations made by clients by phone, letter or fax.


• Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations.


• Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities.


• Show complete product knowledge, understand the rate structure and apply rate management.


• Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor.


• Promote and maintain good public relations, and work to maximise business.


• Keep room status accurate at all times.


• Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly.


• Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity.

Education, Qualifications and Experience

• A diploma in hospitality.


• Previous experience in hotel reservations.


• Computer literacy.


• Excellent communication skills, with written and spoken proficiency in English.


• Additional language skills are an asset.

Competencies

The ideal candidate is customer-focused and extremely proactive, with a courteous, dynamic and approachable character. You work with professionalism and build effective relationships with internal and external customers. You can work independently within a structured environment.

Key competencies:

• Understanding the job


• Teamwork


• Taking responsibility


• Recognising differences


• Adaptability


• Customer focus