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Reservation Agent

4 months ago

Abu Dhabi, United Arab Emirates GRAVITY HOTEL Full time

Reservations Agent will be responsible for the entire reservation process by providing prompt, efficient and responsive service to guests, so as to achieve a high level of guest satisfaction.

**Key Duties and Responsibilities**:

- Processes and confirms guest room reservations made by clients.
- Follows procedures to process all room reservations, rates, confirmations and hotel facilities.
- Maintains established filling system for all correspondence and collates reports as required.
- Speaks with guests using clear and professional language.
- Ensures that reservation requests are answered accurately within 24hours of timeframe.
- Anticipates and addresses guests’ service needs.
- Processes amendments to reservations such as extensions, early departures, etc. based on availability and strategies.
- Explains guarantee, special rate and cancellation policies to callers.
- Identifies guest reservation needs and determine appropriate room type after verifying availability of room type and rate.
- Ensures that revenue is maximized by up-selling guest rooms and recommending hotel facilities.
- Communicates reservation information to the Front Office Department.
- Processes cancellations and modifications and promptly relays the information to the front desk.
- Tracks future room availabilities on the basis of reservations.
- Knowledgeable to use the hotel software for reservations (e.g. Wishnet system).
- Works in harmony with other team members in the hotel.
- Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
- Set up proper billing accounts (i.e. room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
- Should be well diverse with mystery calls script provided by the hotel based on the brand standards.
- Should be checking 24/48/72 hours of arrival check in order to have a smooth arrival of the guest and a hassle-free check in experience.
- Should maintain a proper track for all pre-paid bookings from Travel Agent and Corporate accounts and ensure that payment comes before the arrival of the guest.
- Should also be responsible for checking online commissions for all our digital online partners and submit to Revenue department for signatures and further processing of payments.
- Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
- Set up group room blocks in the system. Book group reservations against the room block.
- 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.

**Qualifications**:

- Ideally a minimum of 1 year working as a reservation agent in a branded hotel
- Proficiency computer literacy
- Knowledge of Wishnet system
- Ideally Certificate or Diploma in a hospitality field or business administration.