Reservations Agent | Hotel Experience

AccorHotel; Dubai; On-site; AED 72,000 - 120,000; Full time

Job summary

AccorHotel in Dubai is seeking a diligent Guest Service Agent to handle reservations, check room availability, and process bookings in line with established standards.

You will review next-day reservations, update guest data, and coordinate with Front Office to ensure accurate details, including vouchers, guarantees, and special requests. Familiarity with hotel PMS and cash handling is required, with a strong focus on customer service.

Qualifications

• Hotel Reservations and Front Office experience required.
• Familiarity with hotel PMS and front desk procedures.

Responsibilities

• Respond promptly to telephone requests for reservations and process accordingly.
• Check room and rate availability and accept/reject booking based on availability.
• Complete all reservation tasks as assigned and in accordance with established standards and procedures.
• Review accuracy of the next day reservations ensuring complete details for Front Desk and special requests which require pre-arrangements are attended to.
• Maintain knowledge of all guest rooms, suites, rates and amenities; be familiar with hotel facilities and services.
• Ensure to complete all product knowledge training for the hotel.
• Update all documents related to guest booking materials.
• Record all vouchers or guarantees and cross-check with updated data in the system.
• Follow up pending vouchers/guarantees to ensure receipt before guest arrival.
• Monitor and reply to emails based on booked data and ensure accuracy.
• Know and be familiar with the rates applied and any new package issues.
• Use standardized wording in notes and comments and inform related sections of any changes.
• Familiar with Front Office Policies, Procedures, Job Description and Employee Handbook.
• Support Front Office in Guest Service Agent duties as needed and per business levels.
• Accurate handling of cash float at Front Desk.
• Obtain prior approval for rebates or discounts related to guest disputes.
• Ensure registration cards are completed per laws and guest profiles updated in the system.
• Perform other duties assigned by the Department head.

Skills

Hotel Reservations

Front Office

Tools

Hotel PMS

Job description

• Respond promptly to telephone requests for reservations and process accordingly.
• Check room and rate availability and accept/reject booking accordingly based on availability.
• Complete all reservation tasks as assigned and in accordance with established standards and procedures.
• To review accuracy of the next day reservations ensuring complete details for Front Desk and special requests which require pre arrangements are attended to.
• Have thorough knowledge of all guest rooms and suites their location rates and amenities; be familiar with all hotel facilities and services.
• To ensure to complete all product knowledge training for the hotel.
• To update all document related with the materials for guest booking.
• To record all voucher or guarantee letter received and cross check with data which is up dated on to the system.
• Follow up any pending voucher or guarantee letter and make sure these are received before the arrival of guest.
• Keep monitor of e-mail received and reply based on the booker made and ensure all the data given is accurate.
• Know and be familiar with the rate applied and be aware of any new package issue.
• Using the standardize wording at notes and comments an update from time to time any changes of notes and comments which should be initiated and inform related section accordingly.
• To be familiar with Front Office Policies and Procedures Job Description and Employee Handbook.
• Support the Front Office department in the capacity of Guest Service Agent whenever required and as per business levels.
• Accurate handling of cash float whenever operating at the Front Desk
• Obtain prior approval from the Front Office Manager or designate for any rebates or discount related to guest disputes.
• Ensure registration cards are accurately completed as per the required laws as well as guest profile is updated in system all the times operating at the Front Desk.
• Perform other duties which are assigned by the Department head from time to time.

Qualifications

• Hotel Reservations & Front Office experience
• Understanding of Hotel PMS

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work

No

Employment Type

Full-time