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Reservation Agent

1 week ago

Dubai, Dubai, United Arab Emirates 25hours Hotels Full time
Roles and responsibilities

Job Description
How does your working day look like …

  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
  • Identify guest reservation needs and determine appropriate room type.
  • Verify availability of hotel, room type and room rate.
  • Explain guarantee, cancellation and no-show policies.
  • Answer questions about property facilities/services and rooms.
  • Follow sales techniques to maximize revenue by utilizing effective upselling technique.
  • Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate Restrictions and availabilities.
  • Input data into the PMS reservation systems.
  • Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business ) by inputting the correct code and rate in the reservation system.
  • Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis.
  • Actively enroll guests into Accor membership and Ennismore Disloyalty Program.
  • Support Reservation Manager in achieving the department goals and special projects as required.

Qualifications
Your personality counts more than your CV …

  • High school diploma or equivalent; degree in hospitality or related field preferred.
  • Previous experience in customer service or reservations, preferably in the hospitality industry.
  • Proficient in using reservation software and Microsoft Office Suite.
  • Excellent verbal and written communication skills.
  • Strong attention to detail and organizational skills.
  • Ability to work flexible hours, including evenings, weekends, and holidays.

Additional Information
What's in it for you …

  • Get to know all the other 25hours hotels and stay ten nights a year for free as an employee
  • Take advantage of being part of Ennismore and get generous discounts when visiting our bars and restaurants as well as booking hotel rooms all over the world.
  • Benefit from great offers from our numerous cooperation partners.
  • Be part of our hilarious staff parties and much more...
Desired candidate profile

  • Managing Reservations

    • Booking Reservations : Accepting, confirming, and processing guest reservations via phone, email, or online booking platforms. This includes gathering necessary information such as dates, guest details, and special requests.
    • Availability and Rates Management : Ensuring that reservation systems are updated with the correct availability, pricing, and promotions for rooms or services.
    • Modifying and Cancelling Reservations : Making changes to existing bookings as requested by guests, such as date changes, room upgrades, or cancellations. Ensuring these modifications are reflected in the reservation system.

  • Customer Interaction and Support

    • Answering Inquiries : Responding to potential guest inquiries about room types, rates, availability, policies, and hotel facilities.
    • Providing Information : Offering information about the property, services, amenities, and local attractions to help guests make informed decisions about their bookings.
    • Upselling and Cross-Selling : Promoting additional services such as room upgrades, dining packages, and special offers to enhance guest experience and increase revenue.

  • Reservation System Management

    • Using Reservation Software : Accurately inputting and managing reservations in the hotel's property management system (PMS) or other reservation software (e.g., Opera, Sabre, or Amadeus).
    • Ensuring Accuracy : Double-checking booking details, including dates, number of guests, room preferences, and payment information, to avoid mistakes or overbookings.
    • Handling Special Requests : Noting and communicating special requests (e.g., early check-in, late check-out, dietary needs) to other departments (e.g., housekeeping or front desk).

  • Guest Communication

    • Confirmation and Follow-Up : Sending reservation confirmations and reminders to guests, either via email or text message. Ensuring guests receive all the information needed for a seamless arrival.
    • Pre-Arrival Communication : Engaging with guests before their arrival to answer any questions, confirm bookings, and offer any necessary information about the property or services.
    • Assisting with Special Requirements : Ensuring that guest preferences or requirements, such as bed type, accessibility needs, or celebratory requests, are clearly noted and communicated to relevant departments.

  • Processing Payments and Handling Billing

    • Payment Processing : Taking payments for reservations, including deposits or full payments, via credit cards, bank transfers, or other payment methods.
    • Billing Information : Verifying billing details and ensuring that any charges related to the reservation are accurate, including room rates, taxes, or additional services.
    • Ensuring Payment Policies : Enforcing the company's policies regarding deposits, cancellation fees, no-shows, and payment deadlines.

  • Handling Cancellations and No-Shows

    • Managing Cancellations : Processing cancellation requests according to the company's policies, issuing refunds if applicable, and ensuring that cancellation fees are appropriately applied.
    • Managing No-Shows : Following up with guests who fail to show up for their reservations, and ensuring that the appropriate charges are applied if needed.

  • Record Keeping and Reporting

    • Reservation Records : Keeping accurate records of all reservations, cancellations, changes, and guest interactions for future reference.
    • Daily Reports : Preparing daily or weekly reservation reports for management, tracking occupancy levels, and providing insights on booking trends or revenue.
    • Data Entry and Accuracy : Ensuring that all guest and reservation information is accurately entered into the system, avoiding errors that could affect guest satisfaction.
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