Cluster Reservation Agent

4 weeks ago


Abu Dhabi, United Arab Emirates Anantara Hotels Resorts & Spas Full time
  • Adhere to all Standard OperatingProcedures.
  • Take personal responsibility fordriving upselling, achieving set revenue targets bymonths.
  • Be fully aware at all times of theSelling Strategy, rates, packages, groups and booking status of thehotel.
  • Process and respond within 24 hours toall reservation requests and inquiries according to companystandards.
  • Handle daily trace/follow up reportsaccording to departmental requirements.
  • Checkexpected arrivals 1, 3 and 7 days prior according to SOP andreconfirm bookings.
  • Maintain effective officeadministrative procedures within the department that will safeguardand detect double-bookings, non-guaranteed bookings, filing errorsand other inaccuracies.
  • Understand and applyhotel policies for no-shows, cancellation, credit and pre-paymentpolicies.
  • To be up-to-date with currentinformation and data of the hotel product, including room types,rates, relative features and facilities, food and beverage outlets& promotion, spa and health club, and other services andfacilities.
  • Take personal responsibility formaximizing quality levels of product and service, and guestsatisfaction. Ensure all issues relating to guest satisfaction areraised, monitored, and followed up on a timelybasis.
  • Monitor daily arrivals by ensuring allguest requests are carried out, all realistic expectations are met,and reservations are honoured.
  • Maintain amotivational working environment within the department, and withother colleagues in the hotel
  • Understand howthe Sales office, Group Sales Department and Front Desk relate tothe Reservation Department.
  • Be knowledgeableabout local seasonality and events.
  • Proactivelypromote other sister properties of MinorInternational.
  • Liaise with the AccountingDepartment information on Reservation procedures, reports andoperational problems and payments ofcommission.
  • To provide assistance and friendlygesture to local representatives of tour operators and travelagencies.
  • Taking, amending and cancelreservation details as applicable. Confirming the method ofpayment. Replying to every request for information within thetimeline specified by the hotel
  • To attend hotelevents, daily shift briefings and training to improve professionalskills.

Qualifications

  • Familiarwith the hotel operations available technology (PMS & RMS)and all distribution channels.
  • Understand thedynamics of regional & local market, local competitors andevents of the destination.


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