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Reservations Agent

1 month ago

Dubai, United Arab Emirates FIVE Hotels and Resorts Full time

What We’re Looking For

  • Previous experience of 1-2 years of Sales experience as a Food and Beverage Reservations Sales Agent in a Luxury Hotel environment in the UAE.
  • Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  • A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
  • Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
  • A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
  • Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.
  • Finds creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  • Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  • ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
  • Impeccable communication skills, both verbal and written, with fluency in English. Additional languages are a plus.
  • A hands-on attitude, fuelled by a ‘Can-Do’ Spirit.


Key Responsibilities

  • Acts as the Initial Touch Point for Guests, promptly and professionally handling inbound calls and online chat inquiries with ‘FIVE-Styled’ Flair.
  • Effectively showcases FIVE’s sensational Food and Beverage Offerings to Convert inquiries into Confirmed Reservations.
  • Utilises exceptional Communication Skills to facilitate Table Reservations, Dining and Entertainment Enquiries, and any other Guest Requests.
  • Promptly answers telephone calls, greeting callers with an energetic, friendly, and courteous tone, reflecting the buzzing ‘Vibe at FIVE.’
  • Exhibits unmatched Enthusiasm in responding to Reservations Sales Inquiries, resulting in successful Reservations across FIVE’s award-winning Food and Beverage Concepts.
  • Effortlessly handles all Guests with the utmost professionalism, ensuring a flawless Reservation Experience that align with the Guest's every expectation.
  • Provides Prompt and Efficient service, maintaining the unparalleled Luxury Allure that defines FIVE.
  • Participates actively in weekly and monthly Department Meetings, contributing to our buzzing and dynamic ‘Vibe at FIVE.’
  • Demonstrates adherence to Department Standards (SOP) and achieves Targeted Results, such as quality calls, swift response times, efficient handling of calls and emails, precision, and adherence to FIVE's Safety Standards.
  • Responds to all Guest Queries received through various channels (phone, email, direct connect, etc.) with speed and accuracy, staying true to FIVE’s visionary Standards of Service.
  • Showcases an exceptional grasp of FIVE's state-of-the-art Dining and Entertainment Concepts and captivating promotions, deftly employing Up-Selling Techniques to create a First-in-Class experience that leaves Guests delighted.
  • Responds to emergencies, Guest requests and conducts diligent follow-ups to ensure a ‘FIVE-Star’ experience for Guests.
  • Remains composed and professional during Emergency Situations, managing calls with a calm and courteous demeanor, and following Established Procedures.
  • Adheres to SOPs and Service Standards, executing duties with a Sensational Flair and ensuring adherence to Safety Policies.
  • Collaborates with the FIVE Tribe, embracing a culture of Continuous Improvement and Shared Success.
  • Executes Administrative Tasks in a timely manner, documents customer interactions and ensures records are always updated.
  • Safeguards utmost confidentiality, Protecting Guest Information with care and discretion.

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