Reservation Agent

MAIN JOB PURPOSE: Handle customer calls, email, fax inquiries pertaining to room reservations, with a focus on revenue maximization and quality. To ensure that all reservations are inserted in the hotels PMS according to the company’s guidelines.

DUTIES AND OTHER RESPONSIBILITIES:

· To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.

· To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.

· To recognize potential clients and to transmit information to the Sales Department.

· To recognize VIP guests and to apply the concerned policies.

· To maintain a good commercial relationship with all the bookers: guests/companies/agencies.

· To promote the The Canvas Hotel Rewards loyalty programs and the hotel promotions.

· To respect the privacy of the guests and the confidentiality of the information.

· To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.

· To report all guest comments or complaints.

· To call the supervisor or manager for advice in serious cases or if an approval is required. · To properly use the telephone etiquettes as per The Canvas Hotel standards.

· To have a perfect knowledge of room types and rate structure.

· To ensure the accuracy of all booking information entered in the PMS.

· To maintain an accurate Guest History.

· To have a perfect knowledge of the hotel configuration and products.

· To achieve Quality Tools and Yield Management performance.

· To know the competitors and to gather information about their activities and sales.

· To provide updated reports and statistics to the Management and other departments.

· To follow up availability and rate charts on PMS and other booking systems / channels.

· To follow daily check-lists.

· To fulfill administrative tasks and filing.

· To properly use and maintain the reservation communication system (telephone, fax, e-mail).

· To be aware of and to follow emergency and security procedures.

· To respect key handling procedures.

· To respect Lost & Found procedures.

· To read and update logbooks.

· To maintain appropriate stock level for the smooth run of the reservations operations PASSION FOR SERVICE, PASSION FOR PEOPLE and to initiate requisitions accordingly. · To maintain a clean and tidy working area at all times.

· To be updated with the latest administrative, organizational, operational or other changes and news.

· To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.

· To maintain an atmosphere of high morale and a happy working relationship among the team.

· To respect schedules, terms and deadlines as agreed with the Management. · To attend a daily line up briefing with the reservations team.

· To support reception training in reservation techniques and procedures. · To carry out special projects according to the assignments.

Job Type: Full-time

Pay: AED2,000.00 - AED2,100.00 per month