Position : Cluster Reservations Agent
Department : Revenue & Reservations
Reports to : Cluster Reservations Manager
PURPOSE OF POSITION
Reporting to the Cluster Reservations Manager, the Cluster Reservations Agent is responsible to handle inquiries through phone, fax or email inquiries pertaining to room reservations with a focus on revenue maximization and quality for the two hotels.
The agent at all times meets and exceeds performance standards while maintaining exceptional service level for guest satisfaction and maximize potential hotel revenue by applying the Raffles & Sofitel Standards.
KEY ROLES & RESPONSIBILITIES
Understand the key principles of Accor Pricing Strategies and Revenue Management
Retail, Corporate, Leisure, Group, Other
Rate restrictions, hurdles and availabilities
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 in all hotels products and services
Handle faxes and emails pertaining to rooms reservations
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
Handle customer queries and complaints relating to Rooms Reservations for both properties (raffles Dubai & Sofitel Dubai Wafi)
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
Promote the Raffles’ and Sofitel’s products and services and ensure full knowledge of all facilities, services and hours of operations in order to respond confidently and effectively to inquiries and guest’s needs.
Determine guest’s needs and offer the appropriate room, restaurant and charges as per guest’s requirements.
Respond to enquiries about hotel products and services over the telephone, fax, email etc.
Ensure full awareness of loyalty programs and full knowledge of special rates / offers / promotions
Record and process all reservation inquiries made by phone, fax or email efficiently, accurately and convert to sale whenever possible to meet hotel targets
Arrange accommodation, visas, dining and activity requirements for leisure, corporate and wholesaler’s and group Guests
Close all deals possible to maximize revenue.
Process amendments to room reservations.
Ensure direct input in the OPERA system and ensure that bookings are made with most accurate information to exceed Guest’s expectations
Responsible for effective implementation and compliance with Accor Core Reservation Standards
Achieve targeted goals in the LQA Hotel Mystery Shopping calls
Maintain accuracy and cleanliness of the PMS Database
Ensure market segmentation is accurate for each reservation
Create hierarchies / relationships between Corporate Accounts
Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
Complete understanding and effective execution of current and new RM tools. Includes Opera PMS.
Be involved in all property PMS conversions
Complete understanding and effective use if the Hotel’s telephone system
Cooperate, coordinate and communicate with all the necessary departments to ensure highest level of guest service and revenue is achieved.
Maintain a clean and safe work environment. Report any damage or loss to hotel property.
Abide by the Raffles & Sofitel standards as specified in the Raffles & Sofitel code of conduct.
Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
Streamline the process the maintain the same service level in the two hotels
Performs any other duties as assigned to him / her by management.
Ability to adapt to changing environment.
Attention to detail
Ability to handle multiple tasks.
Ability to organize work flow
Working knowledge of Opera.
Microsoft Office specially outlook and Excel
Flaunt in English speaking and typing
Minimum 2 years experience in Hotel or Resort as Reservations Agent
Luxury hotel or resort background preferred
Understands the local culture and have worked in the region