Reservations Agent, RAK, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.



Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.

Adhere to all Standard Operating Procedures.

Take personal responsibility for driving upselling, achieving set revenue targets by months.

Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.

Receive, process and confirm guest room reservations made by the clients either via phone, email or fax according to MHG quality standards and send confirmation letter within two hours.

Process and respond within 24 hours to all reservation requests and inquiries according to company standards.

Assist with the group bookings by updating the group rooming list in OPMS, update the billing instruction and update any guest special request in OPMS

Understand the Hotel’s Credit Policy and apply it to WHO and direct bookings.

Create into PMS (Property Management System), Company and Guests' profiles according to the MHG data entry standards.

Handle daily trace/follow up reports according to departmental requirements.

Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.

Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.

Understand and apply hotel policies for no-shows, cancellation, credit and pre- payment policies.

To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.

Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.

Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.

Maintain a motivational working environment within the department, and with other colleagues in the hotel

Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.

Be knowledgeable about local seasonality and events.

Proactively promote other sister properties of Minor International.

Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.

To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.

Promotes a helpful and professional image to the client and gives full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.

Assist with the group bookings by updating the group rooming list in OPMS, update the billing instruction and update any guest special request in OPMS.

Taking, amending and cancel reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the hotel

Assist the other team members or manager or director as and when requested / required

To attend hotel events, daily shift briefings and training to improve professional skills.

Performing related duties and special projects as assigned.

Qualifications:

Excellent verbal and written communication skills.

Strong customer service and guest relations abilities.

Proficiency in hotel reservation systems and Microsoft Office.

Ability to process reservations accurately and efficiently.

Knowledge of room categories, rates, packages, and hotel policies.

Strong organizational and multitasking skills.

Attention to detail and accuracy.

Problem-solving and conflict-resolution skills.

Ability to meet sales and upselling targets.

Good telephone etiquette and professional email communication.



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