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Reservation Agent Female

4 months ago

AlAyn, United Arab Emirates Pura vida Eco Retreat Al Ain Full time

**PURPOSE OF JOB**

The Reservation Agent responsibility plays a vital role in ensuring the smooth and efficient operation of the reservation process. To facilitate a positive and seamless experience for all guests by handling reservations, providing accurate information, and contributing to the overall success of the property. This role is essential in maintaining high guest satisfaction, optimizing occupancy, and supporting the eco-friendly ethos of the Company.

**MAIN DUTIES**
- **Reservation Handling**
- Utilize the reservation system to accurately input and process guest information, ensuring completeness and correctness.
- Promptly confirm reservations, providing guests with a confirmation number and essential details about their upcoming stay.
- Engage with guests to understand their preferences and requirements, offering detailed information about the eco retreat's unique features, sustainable practices, and commitment to environmental conservation.
- Clearly articulate the variety of room types available, along with corresponding amenities, special packages, and any current promotions.
- Explain resort policies, including check-in/check-out times, cancellation policies, and any specific guidelines related to the eco-friendly nature of the retreat.
- **Guest Communication**
- Establish clear and open lines of communication with guests to address inquiries, concerns, or special requests promptly and professionally.
- Collaborate with other departments, such as housekeeping and maintenance, to fulfill specific guest requests or accommodate unique needs.
- Verify reservation details with guests, including dates, room types, and any special arrangements.
- Follow up with guests to confirm reservation accuracy, providing reassurance and addressing any last-minute adjustments.
- Ensure guests receive pre-arrival information, including directions, parking details, and any additional information that enhances their experience.
- **Customized Recommendations and Upselling Opportunities**
- Tailor recommendations based on guests' preferences, ensuring they are informed about activities, excursions, and amenities that align with their interests.
- Provide insights into local attractions, dining options, and recreational activities available within the eco-friendly ethos of the retreat.
- Identify opportunities for up-selling additional services, room upgrades, or special packages to enhance the guest experience and maximize revenue.
- Articulate the value of premium offerings in a persuasive and guest-centric manner.
- **Collaboration with Departments**
- Coordinate with housekeeping, maintenance, and other departments to ensure accurate room availability and readiness.
- Work closely with the front desk team to facilitate smooth check-in and check-out processes.
- **Maintaining Reservation Records**
- Keep detailed and accurate records of all reservations, cancellations, and modifications in the reservation system.
- Generate reports as required, providing insights into reservation trends, occupancy rates, and other key performance indicators.
- **Knowledge of Eco-Friendly Practices**
- Stay informed about the eco retreat's sustainability initiatives and convey this information to guests interested in supporting environmentally friendly practices.

**LIVING THE PURA BEHAVIOURS**

**Be a Story Teller**
- Craft compelling narratives about the property, its history, and the surrounding environment. Foster a sense of connection between the Company’s vision and mission and the guests.

**Be Discreet**
- Demonstrate discretion when handling guest information and inquiries. Safeguard guest privacy by not disclosing sensitive information unless required for operational purposes.

**Make it Personal**
- Tailor suggestions and recommendations based on the unique preferences and needs of each guest. Personalize the guest experience by considering individual tastes, interests, and any special occasions they may be celebrating. Utilize guest profiles and notes to remember for future visits.

**Be Knowledgeable**
- Acquire and maintain in-depth knowledge about the Company and its properties, including its facilities, eco-friendly initiatives, and surrounding attractions. Be prepared to share this information confidently with guests.

**JOB SPECIFICATION**

**Qualifications**:

- High school diploma or equivalent; additional education in hospitality or related fields is a plus.
- Proven experience in reservation or guest services roles.

**Experience**:

- Minimum of 2 years in reservations, guest services, or front desk roles.
- Experience with common reservation and booking systems.
- Proven track record in customer service with effective communication skills.
- Demonstrated skills in resolving guest concerns and unexpected situations.
- Familiarity with sales techniques to enhance guest experience and revenue.
- Experience working collaboratively with various departments.
- Understanding or interest in eco-friendly an