Reservations Agent

2 weeks ago


Dubai, Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

Position:
Reservations Agent (Arabic Speaking) (Full time #535266)

Property / Office:
Mandarin Oriental Jumeira, Dubai

Location:
Dubai, United Arab Emirates

Responsibilities

  • Process and confirm guest room reservations made by clients, identifying guest needs/
  • Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
  • Accommodate and document special requests.
  • Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations.
  • Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
  • Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor.
  • Organize visa request for hotel guest as per hotel policy and upsell whenever an opportunity is identified.
  • Ensures all requests are handled in the time frame set by the company.
  • Supports customer loyalty and property's brand standards by delivering service excellence throughout each customer experience.
  • Ensure information provided to Guests is accurate and individualized.
  • Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
  • Services our customers in order to grow share of the account.
  • Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
  • Handles guest complaints and disputes.
  • Ensures an excellent working relationship with all colleagues within the hotel.
  • Leads by example in fostering positive employee relations and demonstrating values.
  • Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
  • Utilizes all available on the job training tools for employees.
  • Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
  • Ensure all Policies and Procedures are understood and adhered to.
  • Attends weekly and monthly department meetings and prepares accordingly.
  • Conducts sites visits as required by hotel operation.
  • Participates in Client Entertainment with Sales Department as required.
  • Joint Sales calls with team as required.

Advertised: 27 May 2023 Arabian Standard Time

Applications close: 30 Jun 2023 Arabian Standard Time
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