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Customer Service Representative

2 months ago

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

We are seeking a highly skilled and experienced Reservations Agent to join our team at The First Group Dubai. As a key member of our front office team, you will be responsible for providing exceptional customer service and ensuring seamless guest experiences.

Key Responsibilities:
  • Guest Service: Respond to all incoming calls in a prompt, attentive, and courteous manner, maintaining excellent call audit scores.
  • Reservation Management: Enter reservations into the system according to standard operating procedures, ensuring accuracy and efficiency.
  • Revenue Optimization: Book room reservations while focusing on maximizing room revenue and average rate, utilizing standard rate quoting scenarios.
  • Upselling and Cross-Selling: Offer guests additional amenities and services, such as packages and discounts, to enhance their stay.
  • Reconversion and Cancellation: Handle cancelled reservations and reconversion requests in a timely and professional manner.
  • Communication and Collaboration: Work closely with the Sales Department and Front Office to ensure seamless communication and coordination.
  • Reporting and Administration: Maintain accurate files and reports, ensuring compliance with company standards.
  • Special Reservations: Handle VIP reservations, packages, and discounts, ensuring exceptional service and attention to detail.
  • Correspondence and Communication: Respond to guest inquiries and concerns in a professional and timely manner.
  • Revenue Recovery: Post no-show revenue daily, as required, to minimize losses.
  • Wholesaler Communication: Communicate rates and availability to wholesalers, ensuring accurate and timely information.
  • Billing and Invoicing: Ensure proper billing instructions are updated on each booking, avoiding rebates or refunds.
  • Guest Requirements: Note and communicate guest requirements to relevant departments, ensuring seamless execution.
  • Task Management: Complete daily reservations checklists, ensuring all tasks are completed accurately and efficiently.
  • Hotel Promotions: Stay informed about hotel promotions and offers, ensuring guests are aware of available options.
  • Travel Agent Commissions: Assist with processing travel agent commissions, as requested.