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Customer Service Representative

2 months ago

Ajman, Ajman, United Arab Emirates the first group dubai Full time
Job Summary

We are seeking a highly skilled and customer-focused Reservations Agent to join our team at The First Group Dubai. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests and ensuring a seamless experience from reservation to check-out.

Key Responsibilities
  • Guest Service
    • Respond to all incoming calls in a prompt, attentive, and courteous manner, maintaining excellent call audit scores.
    • Answer guest inquiries about hotel services, facilities, and hours of operation.
  • Reservations and Booking
    • Enter reservations into the computer according to standard operating procedures.
    • Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenarios at all times.
    • Upsell rooms and cross-sell other amenities and facilities when possible.
  • Reservation Management
    • Reconvert cancelled reservations.
    • Communicate and work closely with the Sales Department and Front Office.
  • Administrative Tasks
    • Maintain accurate files and reports.
    • Handle all special reservations, including V.I.P. reservations, packages, and discounts.
  • Communication
    • Ensure that all email correspondence is answered in a professional manner within the response time frame.
    • Post no-show revenue daily, if required at property.
    • Communicate rates and availability to wholesalers.
  • Quality Assurance
    • Ensure proper Billing Instructions are updated on each booking to avoid any rebate or refunds.
    • Ensure all guest requirements are properly noted on the booking and communicated with the departments involved.
  • Additional Responsibilities
    • Complete tasks on the daily reservations checklist.
    • Be fully aware of the Hotel's promotions and offers.
    • Assist with processing travel agent commissions as requested.