Reservations Agent

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Dusit Thani Mactan Cebu Full time
Job Description

PRIMARY RESPONSIBILITIES:

Sale Role:
  • Be knowledgeable of all hotel facilities/services, hours of operation.
  • All guest room layouts, bed types, décor, appointments, and locations.
  • Room availability for any given day.
  • Restricted dates, rates and room types.
  • All room rates, packages and promotions.
  • Specific arrangements between hotel and travel agencies, corporate reservations center.
  • Entertainment/special events scheduled in the hotel.
  • Take personal responsibility for driving up selling, achieving set revenue targets by months.
  • Be fully aware at all times of the sales strategy, rates, packages and booking status of the hotel.
Customer Service Role:
  • Provide customer services to local tour operators and travel agencies in a friendly and expedient manner.
  • Communicates effectively with all guests and colleagues.
  • Ensure all issues relating to guest satisfaction that have been raised to the reservations team are reported, monitored, and followed up on a timely basis.
  • Monitor and maintain guest satisfaction by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honored.
  • Provide additional guest service such as transportation, visa requests, restaurant reservations and tours.
  • Offer alternative dates, waitlists or sister hotels to guests on overbooked situations.
Administrative Role:
  • Adhere to all Dusit International Standard Operating Procedures.
  • Maintain high standards of data quality through regular data cleansing activities.
  • Manage all reservation requests, changes, and cancellations in compliance with the hotel's business strategy.
  • Reply to all guest requests within 24 hours of receipt.
  • Ensure effective office administrative procedures that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies, as well as guest data privacy and security.
  • Able to understand hotel policies for no-shows, cancellations, credit and pre-payment policies.
  • Handle daily trace/follow up reports according to the requirements.
RELATIONSHIP:
  • Work with reservation leaders to assist in effectively managing and operating the reservations department to meet the business goals of the hotel and maximize guest satisfaction.
  • Maintain clear and complete booking correspondences to properly communicate with the Front Office team to achieve guest satisfaction.
  • Interact with all customers (internal and external) in a friendly, helpful and expedient manner.
Accountabilities:
  • Understand the roles of Sales, GSOs and Front Office in relation to the role of reservations.
  • Liaise with IT in reporting faults on telephone lines or computer network.
  • Proactively promote other sister properties of the Dusit Hotels and Resorts.
  • Maintain a good working environment within the department and positive working relationships with other departments in the hotel.
Technical Responsibilities:
  • Knowledge of technical and managerial applications of the following systems and their utilization:
  • Opera Property Management System (OPMS)
  • Sabre SynXis CRS
  • Serenata NetHotel Profile Management
  • GDS Interface (GDS)
  • Oasis Hospitality Software (PMS for China Properties).
Commercial Responsibilities:
  • Maintain high level of effective communications with guests and colleagues.
  • Exercise and ensure proper selling and up-selling techniques to help generate maximum revenue for the hotel.
Human Resources Responsibilities:
  • Adhere to the grooming standard and the Hotel's policy and ensure that the reservations team follows the same.
  • Maintain good relationships with colleagues and other departments.
  • Develop personally to be able to grow within the company.
Others:
  • Continuous learning through own IDP.
  • Any other duties as may be assigned by the superior.
Accountabilities:
  • Represent Dusit's brand and its values at all times. Establish relationships and deliver an exceptional guest experience while promoting Thai graciousness.
Company's Culture:
  • Communicate and fully embrace the Company's culture (Vision, Mission, and Values), lead by example, and cascade to all subordinates.
CONFIDENTIALITY:
  • Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic. Adhere to Dusit Internet and E-mail policy. Ensure Hotel, Customer, and Staff information or transactions are kept confidential during or after employment with the company.
Job Requirement:
  • Minimum education of Bachelor degree in hotel management, Business Administration or relevant discipline.
  • Minimum of 1 year in relevant experience in a similar capacity.
  • Basic experience with OPMS and all related systems and their day-to-day support.
  • Good knowledge of Microsoft Office programs.
  • Enthusiastic and self-motivated, in line with Dusit International's core values.
  • Ability to communicate effectively and professionally in written and spoken English.
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