Reservation Agent

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Anantara Hotels & Resorts Full time
Roles and responsibilities

Please note that this is not anexhaustive list of everything that needs to be done. Anantaraemployees

always find new ways to look afterthe business, their guests, and their colleagues. Within this, thekey

responsibilities for this positionare:

  • Assist in theeffective operation of the Reservations department, to meet thebusiness goals ofthe
  • hotel.
  • Adhere to allStandard Operating Procedures.
  • Take personalresponsibility for driving upselling, achieving set revenue targetsby months.
  • 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-guaranteedbookings, filing errors and otherinaccuracies.
  • Understand and apply hotelpolicies 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, foodand beverage outlets & promotion, spa and health club, andother services and facilities.
  • Take personalresponsibility for maximizing quality levels of product andservice, and guest satisfaction.
  • Ensure allissues relating to guest satisfaction are raised, monitored, andfollowed up on a timely basis.
  • Monitor dailyarrivals by ensuring all guest requests are carried out, allrealistic expectations are met, and reservations arehonored.
  • Maintain a motivational workingenvironment within the department, and with other colleagues in thehotel.
  • Understand how the Sales office, GroupSales Department and Front Desk relate to the ReservationDepartment.
  • Be knowledgeable about localseasonality and events.
  • Proactively promoteother 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 forinformation within the timeline specified by thehotel.
  • To attend hotel events, daily shiftbriefings and training to improve professional skills.

Qualifications

  • Familiar with the hotel operationsavailable technology (PMS & RMS) and all distributionchannels.
  • Understand the dynamics of regional& local market, local competitors and events of thedestination.
  • Luxury hotel experience is amust
  • Passion for excellentservice
  • Excellent team player and greatcommunication skills
  • The ideal candidate shouldhave at least 2 years of experience in the same role in aninternational ultra-luxury resort.
Desired candidate profile

1. CommunicationSkills

  • Strong verbaland written communication to interact with customers clearly andprofessionally.
  • Ability to explain services,policies, and options to customers in an easy-to-understandmanner.

2. CustomerService

  • Providingexcellent customer service by addressing inquiries, resolvingissues, and offering solutions.
  • Demonstratingpatience and empathy when handling difficult customers or specialrequests.

3. Attentionto Detail

  • Ensuring thatall reservation details are accurately entered, including dates,guest names, and paymentinformation.
  • Double-checking reservations forcorrectness and completeness before confirmingthem.

4. MultitaskingAbility

  • Managingmultiple reservations, phone calls, and tasks at once, especiallyduring busy periods.
  • Prioritizing tasksefficiently to meet customer needs and organizationalgoals.

5. OrganizationSkills

  • Keeping track ofbooking information, confirmations, and follow-uptasks.
  • Managing various booking systems orsoftware to stay organized and handle large volumes ofreservations.

6.ComputerSkills

  • Proficiency inreservation management systems (e.g., Opera, Amadeus, Sabre, orsimilar platforms).
  • Familiarity with databases,CRM software, and office programs (e.g., Excel,Word).

7. Sales andUpselling

  • Offeringadditional services (e.g., room upgrades, package deals) toincrease revenue.
  • Promoting special offers ordiscounts to customers during the bookingprocess.

8.Problem-Solving

  • Addressingbooking issues or customer complaints effectively, such asoverbooked rooms or last-minutechanges.
  • Finding alternative solutions forcustomers when requested options areunavailable.

9.Flexibility andAdaptability

  • Adaptingto changes in schedules, systems, orprocedures.
  • Remaining calm and composed underpressure, particularly when managing challengingreservations.

10.Teamwork

  • Coordinatingwith other team members, such as front desk staff, event planners,or management, to ensure smoothbookings.
  • Sharing relevant information aboutcustomers or reservations with appropriatedepartments.
Key Skills
HotelReservation,Reservation Skills,Reservation systems
Employment Type : Full-time
Department / Functional Area: Hospitality
Experience: years
Gender: Male
Vacancy: 1

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