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Reservation Agent

4 weeks ago

Fujairah, United Arab Emirates Concorde Hotel Fujairah Full time
Roles and responsibilities

  • Customer Service and Communication :

    • Responding to customer inquiries via phone, email, or live chat regarding reservations, services, and availability.
    • Providing detailed information about the services offered (e.g., room types, packages, amenities, rates, etc.).
    • Ensuring that customer requests are handled promptly and professionally.

  • Booking and Reservation Management :

    • Making reservations for customers, ensuring the correct details (dates, times, room types, and special requests) are entered into the system.
    • Modifying or canceling reservations based on customer needs.
    • Processing reservations through various booking systems and platforms (e.g., GDS, online travel agencies, or in-house software).

  • Data Entry and Record-Keeping :

    • Accurately entering customer information and reservation details into the company’s database or booking system.
    • Maintaining organized records of current and past bookings for easy retrieval.
    • Ensuring that reservations are confirmed and payment information is processed, if applicable.

  • Upselling and Promoting Services :

    • Promoting additional services such as special packages, upgrades, or add-ons (e.g., spa services, meal plans, car rentals).
    • Offering discounts or special rates to encourage bookings, especially during off-peak times.

  • Issue Resolution :

    • Addressing any booking errors, discrepancies, or issues that arise, such as overbookings or customer complaints.
    • Offering solutions to resolve problems, such as rebooking, providing compensation, or assisting with special requests.

  • Collaboration with Other Departments :

    • Coordinating with other departments (e.g., housekeeping, front desk, concierge) to ensure seamless service delivery and customer satisfaction.
    • Providing other departments with updated booking information and special requests from guests.

  • Payment Processing and Billing :

    • Handling payment transactions, including collecting payment details or processing deposits.
    • Ensuring that charges are applied accurately to customers’ accounts or reservations.

  • Monitoring Availability :

    • Keeping track of available services, such as rooms or seats, and ensuring that the booking system reflects accurate availability.
    • Working with the sales or operations team to adjust availability and pricing as needed.

Desired candidate profile
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Qualifications:

  • Experience : Minimum of 1 year of experience in hotel reservations or front office operations.
  • Technical Skills : Proficiency in hotel property management systems.
  • Communication Skills : Excellent written and verbal communication skills.
  • Attention to Detail : Exceptional organizational and multitasking skills. Ability to handle high volumes of reservations without compromising on accuracy.
  • Customer Service : A strong customer service orientation with a focus on delivering a superior guest experience.
  • Problem-Solving : Ability to resolve issues or conflicts in a professional and calm manner.
  • Flexibility : Ability to work flexible hours, including weekends and holidays, as required in the hospitality industry.
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