Process and confirm guest room reservations made by clients, identifying guest needs /
Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Answer questions about property facilities / services and room accommodations. Follow sales techniques to maximize revenue.
Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations.
Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
Show complete product knowledge, understand rate structure and apply rate management.
Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor.
Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified.
Ensures all requests are handled in the time frame set by the company.
Ensure to apply required departmental standards in LQE, MOQA and Forbes.
Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.
Ensure information provided to Guests is accurate and individualized.
Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
Services our customers in order to grow share of the account.
Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.
Handles guest complaints and disputes.
Ensures an excellent working relationship with all colleagues within the hotel.
Leads by example in fostering positive employee relations and demonstrating values.
Effectively communicates with other departments, especially Sales, Front Office and Banqueting.
Utilizes all available on the job training tools for employees.
Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.
Ensure all Policies and Procedures are understood and adhered to.
Attends weekly and monthly department meetings and prepares accordingly.
Conducts sites visits as required by hotel operation.
Participates in Client Entertainment with Sales Department as required.
Joint Sales calls with team as required.
Education & Certificates
Senior School qualification or equivalent.
Degree or Higher National Diploma equivalent in Hospitality / Hotel / Business Management.
A minimum 1-year experience in a hotel and or administrative position selling in hospitality.
Previous work experience in Reservations or Front Office.
Previous experience working in a 5-star hotel environment.
Previous experience working in the GCC preferred.
Good knowledge on computer systems i.e MS Office applications.
Prior experience with PMS system.
Hotel pre-opening experience.
Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
Clear communication; effective verbal and written communication skills in English and preferably in Arabic.
Friendly personality with excellent interpersonal skills and can do attitude.
Perform job with attention to details.