Reservations & Service Center Agent

5 days ago

Abu Dhabi, United Arab Emirates Rosewood Hotel Group Full time

**Job Description**:
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**OVERVIEW/BASIC FUNCTION**:
Provide prompt, courteous and efficient handling of all requests coming to Service Center and Rooms Reservations in accordance with Rosewood Abu Dhabi hotel standard operating procedures.

**RESPONSIBILITIES**:

- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge of:
- All hotel facilities/services, hours of operation.
- All guest room layouts, bed types, decor, 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.
- Access all functions of the computer system.
- Set up work station with necessary supplies and resource materials.
- Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
- Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
- Ascertain callers' needs through open-ended questions.
- Describe room accommodations and all amenities.
- Obtain all designated information to book a reservation.
- Accommodate special requests and designate such in system.
- Access guest history records to best service guests; maintain accurate information in guest history files.
- Control and manage room inventory following guidelines, advised by Revenue Team
- Maximize rate for all reservations.
- Promote and sell holiday and other packages to callers requesting reservations on designated dates.
- Assist callers with dining room reservations and amenity orders.
- Verify availability. Suggest alternate dates for sold-out dates.
- Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
- Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
- Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
- Verify all reservation information with caller to ensure accuracy.
- Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
- Document all information for manual reservations on designated form.
- Input all manual reservations into the system.
- Obtain approval from Front Desk management for same day reservations on near sell-out dates.
- Process confirmation letters.
- Initiate deposit refunds for non-group reservations.
- Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
- Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
- Coordinate with Finance and Front Office to proceed Virtual Credit Card and bank transfer payments
- Coordinate with Sales and Marketing department to ensure that FIT and Group reservations are made correctly according to the agreement made between sales team and business partners
- Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations
- Set up group room blocks in the system. Book group reservations against the room block.
- Input group rooming lists.
- Monitor group cut-off dates and review with Sales or group contact.
- Review group resumes and convey all pertinent information in the system to appropriate personnel.
- Monitor and maintain wait lists daily.
- Process requests for mailing brochures, correspondence and package information.
- Compile and maintain information for daily/weekly/monthly reports.
- Review status of assignments and any follow-up action with on-coming Agent.
- Answer all incoming calls, including internal and external, in accordance to Rosewood Brand's Standards, Forbes and LQA telephone etiquette
- Direct call to guest rooms, associates, or departments through the BCT switchboard
- Receive guest messages and deliver the same to the guest
- Log all wake-up call requests and perform wake-up call services
- Provide information about hotel services to callers including in-house

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