RESERVATION AGENT
Ramada Hotel
UAE, Abu Dhabi,Abu Dhabi
منذ 2 يوم
source : Drjobs.ae

Job Role : RESERVATION AGENT

Description

  • Maintaincomplete knowledge of and comply with all departmental policies / service procedures / standards.
  • Maintaincomplete knowledge of correct maintenance and use of equipment. Useequipment only as intended.
  • Anticipateguests' needs, respond promptly, and acknowledge allguests, however busy and whatever time of the day Maintain positiveguest relations at all times
  • Resolve guestscomplaints, ensuring guest satisfaction Monitor and maintaincleanliness, sanitation, and organization of assigned workareas
  • Maintain complete knowledge of;
  • All Hotel facilities / services,hours of operations
  • All guest room layouts,bed types, dcor, appointments and locations
  • Room availability for any given day
  • Restricted dates, rates and room types
  • All room rates, packages and promotions
  • Specific arrangements between hotel and travel agenciesand / or corporate reservations centre
  • Entertainment / special events scheduled in thehotel
  • Answer telephonecalls within 3 rings, suing correct salutations, and telephoneetiquette
  • Process all reservation request,changes and cancellations received by phone, fax, telex, mail,internally, and through corporate reservation center or travelagencies.
  • Ascertain callers needs throughopen-ended questions
  • Describe roomaccommodations and all amenities
  • Obtain alldesignation information to book a reservation
  • Accommodation special request and designate such insystem
  • Access guest history records to bestservice guests; maintain accurate information in guest historyfiles
  • Maximize rate for all reservationspromote and sell holiday and other packages to callers; assignconfirmation / cancellation numbers and relay such tocaller
  • Relay accurate information ontransportation arrangements from airport to hotel; input anddocument such requests
  • Set up proper billingaccounts (sharewiths, room / tax / incidentals, tax exempt,direct / special billing) and process advance deposits
  • Verify all reservation information with caller to ensureaccuracy
  • Input correct information into properfields to inform other departments of pertinent information (i.e.flags, comments, guest messages)
  • Document allinformation for manual reservations on designated form Input allmanual reservations into the system
  • Obtainapproval from Front Desk management for same day reservations onnear sell-out dates
  • Process confirmationletters Designate and apply appropriate travel agency commissionsInitiate deposit refunds for non-group reservation
  • Refer requests for initial booking of group rooms,banquet or convention requests to the Sales Department
  • Create individual files and group masters with designatedinformation for each group booking received from the SalesDepartment.
  • Update changes received from SalesSet up group room blocks in the system.
  • Bookgroup reservations against the room block Input group roominglists
  • Monitor group cut-off dates and reviewwith Sales or group contact
  • Review groupresumes and convey all pertinent information in the system toappropriate personnel Monitor and maintain wait listsdaily
  • Process requests for mailing brochures,correspondence, and package information
  • Compile and maintain information for daily / weekly / monthlyreports
  • Review status of assignments and anyfollow-up action with oncoming agent Assist in front Desk areas assassigned
  • Received, sort and distribute guestand departmental mail Monitor guest facsimile machine or incomingfaxes; process outgoing faxes for guests
  • Contact are hotels for availability andrates
  • CustomerService

  • Demonstrate service attributes in accordance withindustry expectations and company standards to include :
  • Being attentive to guests Accurately and promptly;understanding, anticipating and fulfilling guestrequests
  • Maintain a high level of knowledgewhich will enhance the guest experience
  • Demonstrate a service attitude that exceedsexpectations
  • Take appropriate action toresolve guest complaints
  • Appreciate thedynamic nature of the hotel industry and extend these serviceattributes to all internal customers by ensuring goodinter-departmental relations.
  • Be able topromote the hotel products and services.
  • Maintain a high level of product and service knowledgeabout the Hotel.
  • Ensure known repeat guests,and other VIP's receive special attention
  • To display a pleasant manner and positive attitude at alltimes and to promote a good company image to guests andcolleagues.
  • Salary : AED1,500.00 / month

    Experience :

  • reservation : 1year (Required)
  • Opera : 1 year(Required)
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