Job Role : RESERVATION AGENT
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
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
reservation : 1year (Required)
Opera : 1 year(Required)