Location: Dubai, AE
Minimum 1 year experience as a Reservations Agent or similar role High school diploma Excellent verbal and written English / Arabic communication skills Basic computer proficiency Date entry experience Clerical and basic office skills. Knowledge of customer service standards and procedures
FUNCTIONAL COMPETENCIES AND RESPONSIBILITIES*:
Answer and reply all incoming telephone calls not later than by the 3rd ring Connect all telephone calls instantly, never leaving a caller on hold for longer than 30 seconds Answers question briefly and precisely Always speaks slow, precise, loud and firm Handles every guest request with utmost politeness Never forget that the telephone is the business card of the hotel Handles the telephone console with due care, assures the regular cleaning and hygiene care of equipment Reacts correctly in the case of complaints, takes the correct decision and puts through to the responsible person Handling incoming and outgoing fax messages for hotel guests and hotel purposes. Follow up’s with the guest history system Responding to all reservations and general resort enquiries that comes via email, fax or phone calls and actively seek to convert enquiries to firm bookings Ensuring that the numerous received emails, phone calls and faxes are attended by latest end of your shift Entering confirmed reservations into WinHMS with all accurate data and allocating rooms immediately. Highlight special requests, VIP status and billing instructions if required Generating pro-forma invoices for TO/TA non contracted, issue cancellations letter and invoice that incur charges. Arrange payment procedures through accounts receivable Keep tentative offers on file – follow up after 3 days Handover required deposit taking to FO to charge and enter in WinHMS Arrival reservation checks – 28 days, 7, 3 , 1 Daily check airport transportation TRUST – daily check of new reservation, enter in PMS, confirm if needed. Alert manager/supervisor once room availability decreases for TO allotments Trace reports and daily action Ensuring that all work material are available and the office area is kept neat and tidy Generating reservations reports as and when required, keeping in mind the deadlines, accuracy and the needs of the person inquiring the report Ensuring a high level of product knowledge of the resort and local area and staying well informed of industry trends and competitor activities, whilst protecting the confidentiality of the information held in the department Double check all correspondences of bookings before sending out Preparing daily list Guest follow up email after departure Keeping a log of issued gift certificates Staying well informed with all activities in the surrounding and fairs/shows in Dubai Accurate handover of all relevant information / details to next shift At all times believe that Team work is the key to ensuring all of our guests have the ultimate experience Ensuring guest confidentiality is maintained at all times Responding to all guest requests where possible Communicating guest feedback, complaints and operational issues to your department head Assist the Front Office team and the Guest coordinator if necessary Handling any other tasks required by our guests and management Ensuring a high level of customer satisfaction and ensure that all customer queries or requests are handled in a polite and efficient manner Full product knowledge and departmental overview Up selling category, cross selling internal departments and PAQ Be familiar with all the Emergency procedures Handling administration tasks in the department (manual files, e-filing, etc)
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