Reservations Coordinator

4 weeks ago


Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates AccorHotel Full time

Job Summary:

We are seeking a highly skilled Reservations Agent to join our team at AccorHotel. As a key member of our reservations team, you will be responsible for handling all incoming and outgoing room reservation requests, ensuring that our hotel standards and procedures are met.

Key Responsibilities:

  • Attend to and handle all incoming and outgoing room reservation requests.
  • Attract guests and enhance their loyalty by providing a distinctive service through communication and sales skills.
  • Recognize potential clients and transmit information to the Sales Department.
  • Maintain a good commercial relationship with all bookers, including guests, companies, and agencies.
  • Promote the AccorHotel loyalty programs and hotel promotions.
  • Respect the privacy of guests and the confidentiality of information.
  • Manage guest complaints in a professional manner, resolving them to the guest's satisfaction and recording them.
  • Report all guest comments or complaints.
  • Call the supervisor or manager for advice in serious cases or if an approval is required.
  • Use telephone etiquette as per Sofitel standards.
  • Have a perfect knowledge of room types and rate structures.
  • Ensure the accuracy of all booking information entered in the PMS.
  • Maintain an accurate Guest History.
  • Have a perfect knowledge of the hotel configuration and products.
  • Achieve Quality Tools and Yield Management performance.
  • Know the competitors and gather information about their activities and sales.
  • Provide updated reports and statistics to the Management and other departments.
  • Follow up availability and rate charts on TARS and other booking systems/channels.
  • Maintain a database for ATACS follow-up.
  • Follow daily checklists.
  • Fulfill administrative tasks and filing.
  • Use and maintain the reservation communication system (telephone, fax, email).
  • Be aware of and follow emergency and security procedures.
  • Respect key handling procedures.
  • Respect Lost & Found procedures.
  • Read and update logbooks.
  • Maintain appropriate stock levels for the smooth run of reservations operations and initiate requisitions accordingly.
  • Maintain a clean and tidy working area at all times.
  • Be updated with the latest administrative, organizational, operational, or other changes and news.
  • Share daily activity highlights with the supervisor and manager, including internal and external guest opportunities.
  • Maintain an atmosphere of high morale and a happy working relationship among the team.
  • Respect schedules, terms, and deadlines as agreed with the Management.
  • Attend a daily line-up briefing with the reservations team.
  • Support reception training in reservation techniques and procedures.
  • Carry out special projects according to assignments.

Remote Work: No

Employment Type: Full-time



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