Reservations Agent - Arabic Speaker

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

Job summary

A luxury hotel chain in Dubai is seeking a Reservations Agent to manage guest inquiries and reservations while providing exceptional service. The ideal candidate will have a minimum of 2 years experience in the hotel or resort industry, with a strong background in luxury settings. Responsibilities include maximizing revenue through upselling, ensuring accurate reservation data, and delivering personalized guest experiences. Proficiency in Opera PMS is required.

Qualifications

• Minimum 2 years experience in Hotel or Resort as Reservations Agents.
• Luxury hotel or resort background preferred.
• Understanding of local culture and experience in the region.

Responsibilities

• Manage guest inquiries and reservations with exceptional service.
• Maximize revenue through upselling and personalized engagement.
• Uphold brand excellence and quality standards.
• Ensure accurate reservation data in the PMS database.

Skills

Exceptional Communication

Organizational Excellence

Problem Solving Mindset

Multitasking

Attention to Detail

Education

Degree/Diploma in Training and Development or Hotel Management

Tools

Opera

Microsoft Office

Job description

Overview

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

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

Qualifications

• Degree/Diploma in Training and Development or Hotel Management
• Working knowledge of Opera, Microsoft Office.

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.