Reservations Agent

2 months ago


Abu Dhabi, United Arab Emirates Hotel Chadstone Melbourne MGallery Full time

Key Roles & Responsibilities

  • Understand the key principles of ACCOR’S Pricing Strategies and Revenue Management
    • Retail, Corporate, Leisure, Group, Other
    • Rate Restrictions, hurdles and availabilities
  • Maximise rooms revenue through the conversion of telephone calls into sales
    • Utilize effective upselling techniques
    • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
  • Be fluent on all hotel products and services
  • Handle emails pertaining to rooms reservations
  • Be fully conversant with all market segments and rate plans used across all distribution channels
    • Be flexible in sales technique through offering the right product to the right customer at the right time
  • Handle customer queries and complaints relating to Rooms Reservations
  • Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
  • Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
  • Responsible for effective implementation and compliance with ACCOR’S Core Reservation Standards
    • Achieve targeted goals in the LQA Hotel Mystery Shopping calls
  • Maintain accuracy and cleanliness of the PMS Database
    • Ensure market segmentation is accurate for each reservation
    • Create hierarchies/relationships between Corporate Accounts
  • Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
    • Complete understanding and effective execution of current and new RM tools. Includes Opera PMS.
    • Be involved in all property PMS Conversions
  • Complete understand and effective use of the Hotel’s telephone system
  • Maintain the Reservation correspondence
  • Support the Reservations Manager and/or Revenue Management leader with special projects as required.

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