Group Reservations Agent (Spanish Speaker)

An Exhilarating Opportunity

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Revenue and Reservations team as a Group Reservations Agent (Spanish Speaker) will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights!

What We’re Looking For

• Previous experience of 1-2 years in a Luxury Hotel environment in a similar role, is a plus.
  
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  
• Previous Call Centre experience and knowledge of Genesys will be Advantageous, demonstrating a Strong Commitment to Luxury Service Standards.
  
• Impeccable communication skills, both verbal and written, with fluent, accent-neutral Spanish and English required (proficiency in additional languages is a plus).
  
• An elevated and energetic Conversationalist, engaging Guests with lively discussions.
  
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
  
• Exceptional organisational skills, and a passion for delivering ‘FIVE-Star’ Guest Experiences.
  
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensures every aspect of the Operation is perfectly curated.
  
• Creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  
• 'FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
  
• Familiarity with Online Travel Agencies (OTAs) and other hotel-related systems is Advantageous.
  
• Ability to deliver Exceptional Guest Services by Embodying values such as Empathy and a Customer-Centric approach.
  
• Strong familiarity with the Dubai market is Highly Advantageous.
  
• Creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  
• Exceptional skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  
• Targets an attainment of 85% or higher on mystery shopper evaluations.
  
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

Key Responsibilities

• Manages Communication through extranet platforms (Booking.com, Expedia, Trip.com, Airbnb) with a keen Eye for Detail and Efficiency, ensuring all messages are handled with Precision.
  
• Acts as the Initial Touch Point for Room Reservations within the Group,
  
• Makes proactive contact with Guests arriving within 24 hours to Confirm reservation and Special Requests, thereby enhancing their Sensational Experience.
  
• Delivers exceptional Service by responding Promptly and Positively to sales inquiries, adhering to FIVE’s World-Class Standards.
  
• Handles all Guest Communications across multiple channels (phone, email, WhatsApp, etc.) with a Commitment to respond within 24 hours, with ‘FIVE-Styled’ flair.
  
• Cultivates exceptional Guest Telephone Skills, Adeptly promoting the Hotel with every interaction.
  
• Addresses Guest queries, requests, and complaints regarding Reservations with utmost Courtesy and Efficiency, ensuring any Dissatisfaction is minimised and Promptly escalated to Supervisors when necessary.
  
• Employs sophisticated selling, up-selling, cross-selling, and negotiation techniques to Maximise Revenue, while staying true to FIVE’s visionary Standards of Service.
  
• Maintains a Comprehensive and Up-To-Date knowledge of FIVE’s rates, promotional offers, packages, and facilities, ensuring all Information provided is Accurate and Enticing.
  
• Conducts daily checks on Extranets, reviewing today’s arrivals and yesterday’s check-outs to maintain Flawless Operational Flow.
  
• Ensures Meticulous Accuracy in entering Reservation Details into FIVE’s property management system, reflecting our Commitment to Operational Excellence.
  
• Performs a variety of daily Reservation and administrative tasks as assigned by the Supervisor or Manager, ensuring Seamless Operations and Guest satisfaction.
  
• Coordinates effectively with the Finance Team regarding refunds and credit checks, ensuring financial transactions are handled with Transparency and Integrity.
  
• Liaises with Front Office Teams to communicate Pertinent Guest information, including feedback, arrival times, and VIP arrangements, ensuring a Bespoke Guest experience.
  
• Participates actively in Training Programmes and Departmental Meetings as required, demonstrating a Commitment to Continuous Personal and Professional Development.
  
• Displays adaptability and flexibility to meet varying Work Demands, embodying a Dynamic and Responsive approach to all tasks.
  
• Achieves performance targets (KPIs) aligned with FIVE’s goals, contributing positively to the FIVE Tribe’s success and FIVE’s prestigious Reputation.