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Guest Relations Specialist

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Novotel Hotels Full time
Role Overview

The Reservations Agent plays a crucial role in ensuring a welcoming atmosphere for guests at Novotel Hotels. This position focuses on providing exceptional customer service while managing reservations and guest inquiries.

Key Responsibilities
  • Deliver a warm and personalized welcome to all guests.
  • Prioritize guest relations over administrative tasks to enhance the overall experience.
  • Strive to fulfill guest needs to successfully finalize bookings.
  • Respond promptly and empathetically to all guest requests, ensuring follow-through.
  • Foster guest loyalty by building friendly and personalized connections.
  • Exemplify the brand and hotel image through a professional demeanor.
  • Provide tailored responses to customer inquiries, considering accommodation options.
  • Recognize new customers and adjust sales strategies accordingly.
  • Inform guests about hotel services and encourage their utilization.
  • Maximize upselling opportunities by recommending suitable room categories.
  • Maintain knowledge of the local area and competition.
  • Suggest alternative Accor hotels when the property is fully booked.
  • Promote the Group loyalty program (Accor Live Limitless).
Qualifications
  • Diploma or degree in hospitality, food and beverage, or sales.
  • Preferred experience of 1 to 2 years in customer service or telephone-based roles.
  • Open to beginners, with comprehensive on-the-job training provided.
  • Familiarity with reservation and distribution systems.
  • Understanding of the hospitality industry.
  • Proficient in computer applications and internet usage.
  • Fluent in the national language with a good command of English.
  • Knowledge of a third language is advantageous.