Reservation Specialist

2 weeks ago


Dubai, Dubai, United Arab Emirates DAMAC Properties Full time
Roles and responsibilities

The Role is responsible foraccurately and impartially handling high volumes of sales andservice queries in a courteous and efficient manner. These querieswill be handled through different channels such as telephone, fax,and email.

  • Torepresent the company by following the standard operatingprocedures set by the organization
  • Proactivelysell and upsell all products and services within theproperty
  • Handle queries through telephone, fax,and email
  • Make reservations for customers basedon their various requirements
  • Provide supportto customers who may need to amend or cancel areservation
  • Prepares letters ofconfirmation
  • Maximizing sales, as wellassisting guests Internal/External and future customers by offeringthe highest level of customer service
  • Performall related tasks to the above position i.e.: filing ofcorrespondence, handling customer complaints, checking and updatingof related reports, amongst other tasks
  • Anyother duty that may be requested by themanagement

Qualifications AndExperience

  • Minimum 1 year ofReservations
  • Experience with a luxury 5 StarHotel
  • Worked in Multi-Culturalenvironment
  • Operaknowledge
  • Proficient in Microsoftapplications
  • Strong communicationskills
  • Highly motivated individual with strongorganizational skills
  • High level of integrityand customer focus
  • Arabic speaker is aplus
  • Booking aStay: A customer calls to inquire about roomavailability for an upcoming weekend. The Reservation Specialistchecks the system, confirms availability, and secures areservation. They also note the guest's preferences, suchas a non-smoking room and a king-sizebed.
  • HandlingModifications: A guest calls a day before theirarrival to change their reservation dates. The ReservationSpecialist modifies the booking, confirms the new dates, andensures the guest's preferences areretained.
  • Addressing SpecialRequests: A guest requests a late check-out, and theReservation Specialist communicates this to the front desk andupdates the bookingaccordingly.
  • Booking GroupReservations: A company books 10 rooms for acorporate event. The Reservation Specialist manages the groupreservation, ensures that all rooms are set aside, and works withthe client to address any specific needs.
Desired candidate profile

1. ManagingReservations

  • Bookingand Confirming Reservations: Taking reservations byphone, email, or through online booking platforms, and confirmingall booking details with guests. Ensuring that the reservationsystem is updated accurately with guestdetails.
  • SpecialRequests: Handling special requests such as roompreferences, additional amenities, or dietary needs and ensuringthese are communicated to the relevantdepartments.
  • ReservationModifications: Modifying existing reservations,including changes to dates, room types, or cancellations, andensuring that changes are properly reflected in thesystem.
  • BookingConfirmation: Sending booking confirmations andproviding guests with necessary details, including dates, times,rates, and any required pre-arrivalinstructions.

2.Customer Service andCommunication

  • AnsweringQueries: Addressing customer inquiries about roomavailability, rates, services, and policies. Providing informationon the property's amenities, facilities, and localattractions.
  • ProvidingRecommendations: Offering suggestions to guestsregarding room types, upgrades, packages, or promotions, tailoringrecommendations to guestneeds.
  • ResolvingIssues: Handling booking issues, such asoverbookings or guest complaints, and working with the managementteam to find resolutions in a professional and customer-centricmanner.

3. ManagingAvailability andInventory

  • AvailabilityTracking: Keeping track of room availability,including peak times, holidays, and any maintenance schedules thatmight affect room availability. Ensuring that the reservationsystem is up to date.
  • OverseeingRoom Blocks: Managing group reservations and largebookings, ensuring that adequate room blocks are set aside andreservations are processedefficiently.
  • Up-selling andCross-selling: Promoting additional services or roomupgrades to maximize revenue, such as premium room categories,early check-ins, late check-outs, or add-onpackages.

4.Reservation SystemMaintenance

  • UsingReservation Software: Effectively using PropertyManagement Systems (PMS) or other reservation tools to processbookings and maintain accurate records. Familiarity with systemssuch as Opera, Fidelio, or other industry-specificplatforms.
  • Updating and ManagingData: Ensuring that the guest information, bookingdetails, and transaction records are accurately entered and updatedinto the system.

5.Collaboration with OtherDepartments

  • Coordinatingwith Front Desk: Collaborating with the front deskand housekeeping departments to ensure that guest rooms are readyand special requests are fulfilled beforearrival.
  • Communicating with Salesand Marketing: Working with the sales and marketingteams to promote special offers, packages, or seasonal discounts toattract more bookings.

6.Managing Payments andBilling

  • ProcessingPayments: Handling payment details for reservations,processing credit card information, and ensuring that prepayment ordeposits are properly applied. Ensuring all transactions are secureand compliant with financialstandards.
  • HandlingCancellations: Managing the cancellation processaccording to the company's policy, issuing refunds orhandling no-show situations, and communicating cancellation detailswith guests.

7.Reporting andAnalytics

  • RevenueManagement: Assisting with revenue management byproviding input on room availability, occupancy rates, and pricing.Collaborating with the management team to adjust pricing strategiesfor maximum occupancy andprofitability.
  • DailyReports: Generating daily or weekly reports onreservations, cancellations, and occupancy rates for review bymanagement.
  • TrendAnalysis: Monitoring booking trends, identifyinghigh-demand periods, and providing insights to improve futurebooking strategies.
KeySkills
Reservation Department,ReservationSkills,Reservation systems
Employment Type: Full-time
Department / FunctionalArea: Administration
Experience: years
Gender: Male
Vacancy: 1

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