Reservations Agent

1 week ago


Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Ennismore Full time

Established in 2000 in Turkey, Rixos pioneers the 'ALL Inclusive, ALL Exclusive' concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

MAIN DUTIES AND RESPONSIBILITIES:

  • Have a thorough knowledge of the entire hotel services and facilities.
  • Answer inquiries of room rates, outlets, and room locations.
  • Be totally familiar with all aspects of the reservation systems.
  • Handle all reservation requests using good listening and communication skills to secure information necessary to complete a reservation.
  • Post advance deposits and keep accurate records of deposits.
  • Process rooming lists and group blocks and indicate special requests and billing procedures.
  • File and process reservations correspondence, ensuring all files are current and in order.
  • Have knowledge of Front desk, Sales, and Accounts departments and how they relate to the Reservations department.
  • Abide by the hotel's policies and procedures.
  • Be familiar with changes in the rates and group inquiries.
  • Complete daily shift task list and aid others.
  • Be aware of inventory management and keep a constant check on room types available throughout the day.
  • Have an understanding of departmental goals and projections for average rate and occupancy.
  • Accommodate and document special requests in an accurate and efficient manner.
  • Determine the most appropriate room type to meet guest requirements and maximize room rate.
  • Explain guarantee and cancellation policies to callers.
  • Describe room accommodations and benefit feature sale amenities to guests.
  • Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold-out days.
  • Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
  • Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
  • Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
  • Follow upselling techniques and sales strategies in order to maximize property revenue.
  • Identify repeat guests using appropriate codes.
  • Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
  • Carry out any other reasonable task (which may not be stated here) as requested.
  • Assist in Task Force Teams for new openings.

HOW CAN YOU SUCCEED IN THIS ROLE?

SINCERITY AND TRANSPARENCY

  • Be proactive and use good judgement when dealing with challenging situations.
  • Act with professionalism and integrity.
  • Be transparent in your motives, methods, and expected results.
  • Own mistakes and share your knowledge to prevent a repetition of the same error within your department or division.
  • Conduct business honestly & fairly.
  • Keep sensitive information confidential.

RELIABILITY AND LOYALTY

  • Follow through on commitments.
  • Work well both autonomously and within a team.
  • Display a positive, approachable attitude.
  • Spend time getting to know your fellow employees and our guests.
  • Support each other; we all work within the same hotel and company.
  • Committed to quality.
  • Committed to exceptional financial results.
  • Be responsible for the bottom line.
  • Committed to the Rixos Policies & Procedures Guide.

STRONG QUALITY MANAGEMENT AND INNOVATION CONCEPTS

  • Be committed to exceeding expectations.
  • Never settle for the status quo or mediocre work.
  • Continuously search for areas of improvement.
  • Provide positive, constructive feedback.
Qualifications

Minimum one year experience as Receptionist or Reservation Agent in a 5-star hotel and high school degree.

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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