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Guest Reservations Agent

3 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Careers at Marriott Full time

Start Your Journey With Us 

From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition. 

Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite – the highest suspended suite in the world, connecting the two Nation Towers.

The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences. Pursue your passion and grow your expertise at Abu Dhabi's best address—The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.

Job Requirement:

Handle customer calls inquiries pertaining to Room reservations, with a focus on revenue maximization and quality. To manage the reservation department administrative work flow ensuring guest reservations are recorded according to guest needs and requirements to provide a smooth check-in and stay.

  • Understand the key principles of Marriott Pricing Strategies and Revenue Management
  • Retail, Special Corporate, Leisure, Group, Other o Rate Restrictions, hurdles and availabilities 
  • Understand the key principles of Marriott Sales Programs 
  • Marriott Bonvoy Loyalty Program, Global Preference, Business, Wholesale Program and others 
  • Maximize rooms revenue through the conversion of telephone calls into sales 
  • Utilize effective upselling techniques 
  • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel 
  • Be fluent on all hotel products and services. 
  • Handle phone calls, faxes and emails pertaining to rooms reservations. 
  • Handle pre-arrival quality checks 
  • Ensure guest satisfaction and reservation accuracy, by maintaining updated database for all clients files. 
  • Follows up on waitlisted and guaranteed bookings 
  • Be fully conversant with all market segments and rate plans used across all distribution channels 
  • Be flexible in sales technique through offering the right product to the right customer at the right time 
  • Update daily pace report, competitor figures, occupancy change reports and send it to sales team. 
  • Handle customer inquiries and complaints relating to Rooms Reservations. 
  • Actively enrol and/or identify Marriott Bonvoy Members to develop brand loyalty 
  • Co-host dinners/special events with the Sales Team and be involved in client entertainment as required 
  • Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies 
  • Support the Reservations Supervisor and/or Revenue Management leader with special projects as required Implementation and Standards 
  • Responsible for effective implementation and compliance with Marriot Reservation Brand Standards 
  • Achieve targeted goals in the LRA Hotel Mystery Shopping calls 
  • Maintain accuracy and cleanliness of the PMS Database 
  • Ensure market segmentation is accurate for each reservation

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: 2 years related work experience.

Supervisory Experience: No supervisory experience.

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At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.