Reservation Agent

Scope and General Purpose of Job:

· Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information.

Key Duties and Responsibilities:

· Maintain complete knowledge of and comply with all departmental policies / service procedures / standards.

·Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

· Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of the day

· Maintain positive guest relations at all times

· Resolve guests complaints, ensuring guest satisfaction

· Monitor and maintain cleanliness, sanitation, and organization of assigned work areas

· Maintain complete knowledge of;

- All Hotel facilities/services, hours of operations

- All guest room layouts, bed types, décor, appointments and locations

- Room availability for any given day

- Restricted dates, rates and room types

- All room rates, packages and promotions

- Specific arrangements between hotel and travel agencies and/or corporate reservations centre

- Entertainment/special events scheduled in the hotel

· Answer telephone calls within 3 rings, suing correct salutations, and telephone etiquette

· Process all reservation request, changes and cancellations received by phone, fax, telex, mail, internally, and through corporate reservation center or travel agencies.

· Ascertain callers needs through open-ended questions

· Describe room accommodations and all amenities

· Obtain all designation information to book a reservation

· Accommodation special request and designate such in system

· Access guest history records to best service guests; maintain accurate information in guest history files

· Maximize rate for all reservations

· Promote and sell holiday and other packages to callers; assign confirmation/cancellation numbers and relay such to caller

· Relay accurate information on transportation arrangements from airport to hotel; input and document such requests

· Set up proper billing accounts (sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits

· Verify all reservation information with caller to ensure accuracy

. Input correct information into proper fields to inform other departments of pertinent information (i.e. flags, comments, guest messages)

· Document all information for manual reservations on designated form

· Input all manual reservations into the system

· Obtain approval from Front Desk management for same day reservations on near sell-out dates

· Process confirmation letters

· Designate and apply appropriate travel agency commissions

· Initiate deposit refunds for non-group reservation

· Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department

· Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales

· Set up group room blocks in the system. Book group reservations against the room block

· Input group rooming lists

· Monitor group cut-off dates and review with Sales or group contact

· Review group resumes and convey all pertinent information in the system to appropriate personnel

· Monitor and maintain wait lists daily

· Process requests for mailing brochures, correspondence, and package information

· Compile and maintain information for daily/weekly/monthly reports

· Review status of assignments and any follow-up action with oncoming agent

· Assist in front Desk areas ass assigned

· Received, sort and distribute guest and departmental mail

· Monitor guest facsimile machine or incoming faxes; process outgoing faxes for guests

· Contact are hotels for availability and rates

Customer Service

· Demonstrate service attributes in accordance with industry expectations and company standards to include:-

· Being attentive to guests

· Accurately and promptly; understanding, anticipating and fulfilling guest requests

· Maintain a high level of knowledge which will enhance the guest experience

· Demonstrate a service attitude that exceeds expectations

· Take appropriate action to resolve guest complaints

· Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers by ensuring good inter-departmental relations.

· Be able to promote the hotel products and services.

· Maintain a high level of product and service knowledge about Ramada Hotel.

· Ensure known repeat guests, and other VIP’s receive special attention

· To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues

Health & Safety

· Operate equipment using procedures learnt during training to company standards.

· To report any equipment failures or problems to the Maintenance Department.

· Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

· To be vigilant in the workplace and report any signs of fire related issues

· Familiarise yourself with emergency and evacuation procedures.

· Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

· To attend all mandatory training sessions selected by the Hotels Training Department

Job Type: Full-time

Pay: AED1,500.00 per month

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)