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Reservation Agent

1 week ago

Al Fujairah City, Fujairah, United Arab Emirates Concorde Hotel Fujairah Full time
Roles and responsibilities

  • CustomerService andCommunication :

    • Respondingto customer inquiries via phone, email, or live chat regardingreservations, services, andavailability.
    • Providing detailed informationabout the services offered (e.g., room types, packages, amenities,rates, etc.).
    • Ensuring that customer requestsare handled promptly andprofessionally.

  • Bookingand ReservationManagement :

    • Makingreservations for customers, ensuring the correct details (dates,times, room types, and special requests) are entered into thesystem.
    • Modifying or canceling reservationsbased on customer needs.
    • Processingreservations through various booking systems and platforms (e.g.,GDS, online travel agencies, or in-housesoftware).

  • DataEntry andRecord-Keeping :

    • Accuratelyentering customer information and reservation details into thecompany's database or bookingsystem.
    • Maintaining organized records ofcurrent and past bookings for easyretrieval.
    • Ensuring that reservations areconfirmed and payment information is processed, ifapplicable.

  • Upsellingand PromotingServices :

    • Promotingadditional services such as special packages, upgrades, or add-ons(e.g., spa services, meal plans, carrentals).
    • Offering discounts or special ratesto encourage bookings, especially during off-peaktimes.

  • IssueResolution :

    • Addressingany booking errors, discrepancies, or issues that arise, such asoverbookings or customer complaints.
    • Offeringsolutions to resolve problems, such as rebooking, providingcompensation, or assisting with specialrequests.

  • Collaborationwith OtherDepartments :

    • Coordinatingwith other departments (e.g., housekeeping, front desk, concierge)to ensure seamless service delivery and customersatisfaction.
    • Providing other departments withupdated booking information and special requests fromguests.

  • PaymentProcessing andBilling :

    • Handlingpayment transactions, including collecting payment details orprocessing deposits.
    • Ensuring that charges areapplied accurately to customers' accounts orreservations.

  • MonitoringAvailability :

    • Keepingtrack of available services, such as rooms or seats, and ensuringthat the booking system reflects accurateavailability.
    • Working with the sales oroperations team to adjust availability and pricing asneeded.
Desired candidate profile
  • Maintain complete knowledge of and comply withall departmental policies/serviceprocedures/standards.
  • Anticipateguests' needs, respond promptly and acknowledge allguests, however busy and whatever time ofday.
  • Maintain positive guest relations at alltimes.
  • Resolve guest complaints, ensuring guestsatisfaction.
  • Monitor and maintain cleanliness,sanitation and organization of assigned workareas.

Qualifications:

  • Experience :Minimum of 1 year of experience in hotel reservations or frontoffice operations.
  • TechnicalSkills : Proficiency in hotel property managementsystems.
  • CommunicationSkills : Excellent written and verbal communicationskills.
  • Attention toDetail : Exceptional organizational and multitaskingskills. Ability to handle high volumes of reservations withoutcompromising onaccuracy.
  • CustomerService : A strong customer service orientation witha focus on delivering a superior guestexperience.
  • Problem-Solving :Ability to resolve issues or conflicts in a professional and calmmanner.
  • Flexibility :Ability to work flexible hours, including weekends and holidays, asrequired in the hospitalityindustry.
Key Skills
Reservation Skills,ReservationSystem,Reservation systems
Employment Type: Full-time
Department / FunctionalArea: Hospitality
Experience: years
Gender: Male
Vacancy: 1