Reservations Agent

1 week ago

Ras Al Khaimah, United Arab Emirates Sofitel Full time

Company Description Sofitel Al Hamra Beach Resort Job Description - To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures. - To attract guests and to enhance their loyalty, providing a distinctive service Talent & Culture tough communication and sales skills, in order to improve the hotel's image and to increase revenue. - To recognize potential clients and to transmit information to the Sales Department. - To recognize VIP guests and to apply the concerned policies. - To maintain a good commercial relationship with all the bookers: guests/companies/agencies. - To promote the Accor loyalty programs and the hotel promotions. - To respect the privacy of the guests and the confidentiality of the information. - To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it. - To report all guest comments or complaints. - To call the supervisor or manager for advice in serious cases or if an approval is required. - To properly use the telephone etiquettes as per Sofitel standards. - To have a perfect knowledge of room types and rate structure. - To ensure the accuracy of all booking information entered in the PMS. - To maintain an accurate Guest History. - To have a perfect knowledge of the hotel configuration and products. - To achieve Quality Tools and Yield Management performance. - To know the competitors and to gather information about their activities and sales. - To provide updated reports and statistics to the Management and other departments. - To follow up availability and rate charts on TARS and other booking systems / channels. - To maintain database for ATACS follow up. - To follow daily check-lists. - To fulfill administrative tasks and filing. - To properly use and maintain the reservation communication system (telephone, fax, e-mail). - To read and update logbooks. - To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly. - To be updated with the latest administrative, organizational, operational or other changes and news. - To share daily activity highlights with the supervisor and manager including internal and external guest opportunities. #J-18808-Ljbffr

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