Reservations Agent

6 days ago

Ras alKhaimah, United Arab Emirates Marjan Island Resort & Spa - Managed by ACCOR Full time

Company Description

We bring to you and your family an Arabian hospitality at its finest with an atmosphere
of pure luxury and magic. It is in Marjan Island Resort & Spa, managed by Accor
that you will find the best of both worlds, a luxury 5- star establishment standards and
a canvas of true Arabian tradition.

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

What’s in it for you:

- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**Job Description**:

- Reports directly to the Reservations Manager.
- Provides any kind of assistance to Guests.
- Close working relationship with Sales Department, Travel Agents, O.T.A. and other accounts as needed
- Provides assistance to relevant department during functions, banquets and other events in hotel.

DUTIES & RESPONSIBILITIES:

- To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms.
- To be well informed about special functions and events held in the hotel on a daily basis.
- To be fully aware of the national history of Ras Al Khaimah, places of interest, shopping areas, etc.
- To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
- To ensure that the product standards are followed as trained.
- To ensure that all reports are completed on a daily basis and filed for reference.
- To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
- To conduct a daily audit of tomorrows arrival file to ensure accuracy.
- To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.
- To maintain high level of guest telephone contact skills while promoting the Hotel, our Restaurants, and the Spa through good selling and communication skills.
- To achieve an optimum level of occupancy and average room rate to best yield revenue and to ensure budgeted targets are met.
- To be fully conversant with all market segment and rate plans, together with special rates and packages.
- To maximize room revenues, and create additional revenue, by utilizing effective Upselling techniques.
- To liaise daily with the Reservations and Revenue Manager regarding business on the books and the strategy for the day.
- To deal with faxes, correspondence checking (VIP’s, regular guest), group allocations, and to respond to guest requests on a daily basis.
- To handle customer queries and complaints relating to the Reservations Department.
- To achieve targeted scores in all Test Call programs assisting the Hotel to maintain its ratings.
- To ensure Profiles are maintained, merged and updated on a regular basis to provide accurate
- Company, Agent and Individual Guest information as directed by the Reservations Coordinator.
- To maintain the Reservations files in an up to date and accurate manner.
- To work closely with Front Desk and Events to maximize Guest Satisfaction

SKILLS/APTITUDE
- Proficient in the English & Arabic or Russian language (verbal & written), third language is an asset
- Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
- Must be flexible in terms of working hours
- A hospitality diploma is an asset
- Knowledge of computerized Front Office systems required with emphasis in Hotel PMS based programs and Windows, MS Office Suite an asset
- Prior experience in customer service an asset
- Must have the ability to deal with all type of customers internal and external.

**Qualifications**:

- Working knowledge of Opera, Microsoft Office.
- Minimum 2 years experience in Hotel or Resort, as Reservations Agents.
- Luxury hotel or resort background preferred
- Understands the local culture and have worked in the region.

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