Reservations Agent

Abu Dhabi, United Arab Emirates

Job Description

PRIMARY RESPONSIBILITIES:

Sale Role:

Be knowledgeable of;
All hotel facilities/services, hours of operation.
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, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Take personal responsibility for driving up selling, achieving set revenue targets by months.
Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.

Customer Service Role:

Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
Communicates effectively with all guests and colleagues.
Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported monitored, and followed up on a timely basis.
Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
Provide additional guest service such as: transportation, visa requests, restaurant reservations and tours.
Offer the alternative dates, waitlists or sister hotels to guests on overbooked situations.

Administrative Role:

Adhere to all Dusit International Standard Operating Procedures.
Maintaining high standards of data quality through regular data cleansing activities.
Manage all reservation requests, changes, and cancellations in compliance with the hotel’s business strategy.
Reply to all guest requests within 24 hours of receipt.
Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
Able and understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
Handle daily trace/follow up reports according to the requirements.

RELATIONSHIP

Reservation leaders, to assist reservation leaders to effectively manage and operate the reservations department in order to meet the business goals of the hotel and maximize guest satisfaction.
Maintain clear and complete booking correspondences in order to properly communicate with the Front Office team to achieve guest satisfaction.
Interact with all customers (internal and external) in a friendly, helpful and expedient manner.

Accountabilities

Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations
Liaise with IT in report and faults on telephone lines or computer network.
Proactively promote other sister properties of the Dusit Hotels and Resorts.
Maintaining a good working environment within the department, and also maintains a positive working relationship with other departments in the hotel

Technical Responsibilities

Knowledge of technical and managerial applications of the following systems and their utilization;
Opera Property Management System (OPMS)
Sabre SynXis CRS
Serenata NetHotel Profile Management
GDS Interface (GDS)
Oasis Hospitality Software (PMS for China Properties)

Commercial Responsibilities

Maintains high level of effective communications with guests and colleagues.
Exercises and ensures proper selling and up-selling techniques to help in generating maximum revenue for the hotel.

Human Resources Responsibilities

Adheres to the grooming standard and the Hotel’s policy and ensures that the reservations team follow the same.
Maintains good relationship with his/her colleagues and other departments.
Develops him/herself to be able to grow in the company.

Others

Accountabilities

Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

Company’s Culture

Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

CONFIDENTIALITY

Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

Job Requirement:

Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
Minimum of 1 year in relevant experience in a similar capacity.
Basic experience with OPMS and all related system and its day to day support.
Good knowledge of Microsoft office programs.
Enthusiastic and self-motivated, according to Dusit International’s core values.
Ability to communicate effectively and professionally written and spoken English.

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