Reservations Agent - Arabic Speaker

Fairmont Hotels & Resorts; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A luxury hotel chain in Dubai is seeking an experienced Reservations Agent to manage guest inquiries and reservations, ensuring exceptional service and optimized revenue. The role requires at least 2 years of experience in luxury hotels, proficiency in Opera PMS, and the ability to deliver personalized guest experiences. The ideal candidate will have strong communication skills and a problem-solving mindset.

Qualifications

• Minimum 2 years experience in Hotel or Resort, as Reservations Agents.
• Luxury hotel or resort background preferred.
• Understands the local culture and has worked in the region.

Responsibilities

• Manage guest inquiries and reservations with exceptional service.
• Convert inquiries into confirmed reservations through upselling.
• Maintain accuracy in the PMS database and ensure data integrity.
• Identify sales opportunities with individual travelers and corporate accounts.

Skills

Exceptional Communication

Problem Solving

Attention to Detail

Multitasking

Organizational Skills

Tools

Opera PMS

Resaweb

Job description

An architectural surprise inspired by an Egyptian aesthetic, 5-star Raffles Dubai offers the luxury of city-centre space, impeccable service and sophisticated Asian style. A 15-minute drive from Dubai International Airport, it is ideally located in the business and shopping district, adjacent to Wafi Mall and close to the magnificent Khan Murjan souk and the convention centres.

Purpose of Position

To manage guest inquiries and reservations with exceptional service, ensuring seamless booking experiences while optimizing revenue and maintaining the highest quality standards.

Key Roles & Responsibilities

Master Revenue & Pricing Strategies

• Demonstrate a deep understanding of pricing principles and revenue management strategies across all segments, including Retail, Negotiated, Leisure, Group, and other specialized categories.
• Ensure seamless application of rate restrictions, hurdles, and availability controls to optimize revenue.

Maximize Revenue & Conversion

• Convert inquiries into confirmed reservations through personalized engagement and expert upselling techniques.
• Align reservations with the hotels revenue management strategies to drive optimal performance.

Deliver Bespoke Guest Experiences

• Provide highly personalized service, tailoring each interaction to meet the unique needs and expectations of ultra luxury clientele.
• Exhibit expert knowledge of all hotel products, services, and experiences to craft bespoke guest journeys.

Ensure Seamless Communication & Accuracy

• Handle all reservation-related emails and calls with precision, ensuring a flawless and efficient booking process.
• Maintain meticulous accuracy in the PMS database, ensuring proper market segmentation and data integrity.

Optimize Sales & Relationship Management

• Identify and capitalize on sales opportunities through individual travelers, corporate accounts, wholesalers, and luxury travel agencies.
• Strengthen relationships with elite clientele by offering personalized recommendations and VIP experiences.

Uphold Brand Excellence & Quality Standards

• Consistently achieve targeted scores in LQA & IFH Hotel Mystery Shopping audits.
• Ensure all reservations adhere to the highest standards of data accuracy and guest satisfaction.

Leverage Advanced Systems & Technology

• Demonstrate full proficiency in Opera PMS, Resaweb, and other revenue management tools.
• Maintain comprehensive knowledge of the hotels telephone system to ensure seamless communication.

Support Strategic Initiatives

• Assist the Reservations & Revenue Management leadership with special projects and strategic initiatives.
• Contribute to achieving departmental goals, including ALL loyalty program enrollments and guest engagement metrics.

Qualifications

Personal Attributes

• Adaptability & Agility
• Meticulous Attention to Detail
• Multitasking & Efficiency
• Organizational Excellence
• Exceptional Communication & Interpersonal Skills
• Problem Solving Mindset

Experience

• Minimum 2 years experience in Hotel or Resort, as Reservations Agents.
• Luxury hotel or resort background preferred
• Understands the local culture and have worked in the region.

Additional Information

Raffles DubaiSheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates