Reservations Agent

Fairmont Hotels & Resorts; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A vibrant hotel in Dubai is looking for a guest-focused reservation specialist. Responsibilities include managing guest inquiries and reservations, maximizing revenue through upselling, and ensuring guest satisfaction. Ideal candidates will have 1-3 years of relevant experience and strong Arabic and English communication skills. Benefits include free stays at 25hours hotels and discounts at Ennismore locations.

Benefits

Free stays at 25hours hotels

Generous discounts at bars and restaurants

Exciting staff parties

Qualifications

• 1-3 years of experience in a similar role.
• Ability to inspire fellow staff and guests.
• Familiarity with local attractions.

Responsibilities

• Respond positively to guest questions and concerns.
• Identify guest reservation needs.
• Maximize revenue through effective upselling.

Skills

Good written & spoken Arabic

Good written & spoken English

Experience in a similar role

Job description

Overview

At the 25hours Hotel One Central, Bedouin traditions are brought back to life and reinterpreted in a contemporary way. Here our colleagues become storytellers themselves. With a view of the Museum of the Future near the Dubai International Financial Center, everyone will find their way to us. Whether for an ice cream walk or a birthday celebration, we also enjoy spending time together outside of work. We are a colourful, diverse, professional team and love our friendly, informal culture.

COME AS YOU ARE & JOIN THE 25h TRIBE.

Responsibilities

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Identify guest reservation needs and determine appropriate room type
• Verify availability of hotel, room type and room rate
• Explain guarantee, cancellation and no-show policies
• Answer questions about property facilities/services and rooms
• Follow sales techniques to maximize revenue by utilizing effective upselling technique
• Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate restrictions and availabilities
• Input data into the PMS reservation systems
• Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business rate...etc.) by inputting the correct code and rate in the reservation system
• Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis
• Actively enroll guests into Accor membership and Ennismore Disloyalty Program
• Support Reservation Supervisor and/or Asst. Revenue and Reservations Manager in achieving the department goals and special projects as required
• Responsible for effective implementation and compliance with company Reservation Standards
• Achieve targeted goals in Hotel audit calls.
• Maintain accuracy of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Merge profiles as necessary
• Ensure to meet the property standard in terms of accuracy of data and guest satisfaction
• Run daily reports, identify any special requests and check reports for accuracy, where required by the Reservation Supervisor and/or Asst. Revenue and Reservations Manager Review training records and relevant documents and ensure to acknowledge the training data
• Liaise daily with Reservation Supervisor and/or Asst. Revenue and Reservations Manager regarding business on the books and strategy for the day
• Convey customer feedback to assist the Sales and Revenue Team in pricing
• Assist coworkers, ensuring new joiners understand their tasks.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette as per call standard SOP
• Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors / Manager
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Protect the privacy and security of guests and coworkers.

Qualifications

Your personality counts more than your CV …

• You have good written & spoken Arabic and English language skills.
• You’ve gained experience in a similar role for 01-03 years
• You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.
• You’re a doer – and even if you do it wrong sometimes, you openly admit it.
• You’re not just bringing your abilities, but also your character.

Benefits

What’s in it for you …

• Get to know all the other 25hours hotels and stay ten nights a year for free as an employee!
• Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world
• Benefit from great offers from our numerous cooperation partners
• Be part of our hilarious staff parties and much more...