Reservations Agent

Reporting to the Reservations Manager, the Reservations Agent is responsible for handling inquiries through phone, fax, or email pertaining to room reservations with a focus on revenue maximization and quality. The agent at all times meets and exceeds performance standards while maintaining exceptional service levels for guest satisfaction and maximizing potential hotel revenue by applying the Raffles Standards.

KEY ROLES & RESPONSIBILITIES

• Understand the key principles of Accor Pricing Strategies and Revenue Management
• Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Handle faxes and emails pertaining to rooms reservations
• Be fully conversant with all market segments and rate plans used across all distribution channels
• Handle customer queries and complaints relating to Rooms Reservations for Raffles Dubai
• Identify sales opportunities through individuals, Corporate Accounts, Wholesalers, and Travel Management companies
• Promote the Raffles’ products and services and ensure full knowledge of all facilities, services, and hours of operations in order to respond confidently and effectively to inquiries and guests’ needs.
• Respond to enquiries about hotel products and services over the telephone, fax, email, etc.
• Record and process all reservation inquiries made by phone, fax, or email efficiently, accurately, and convert to sale whenever possible to meet hotel targets
• Ensure direct input in the OPERA system and ensure that bookings are made with the most accurate information to exceed guests’ expectations
• Responsible for effective implementation and compliance with Accor Core Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Ensure market segmentation is accurate for each reservation
• Cooperate, coordinate, and communicate with all the necessary departments to ensure the highest level of guest service and revenue is achieved.
• Maintain a clean and safe work environment. Report any damage or loss to hotel property.
• Abide by the Raffles standards as specified in the Raffles code of conduct.
• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• Performs any other duties as assigned by management.

PERSONAL ATTRIBUTES

• Ability to adapt to changing environments.
• Ability to handle multiple tasks.
• Ability to organize workflow.
• Goal-oriented.

QUALIFICATIONS

• Working knowledge of Opera.
• Microsoft Office, especially Outlook and Excel.
• Fluent in English speaking and typing.

EXPERIENCE

• Minimum 2 years experience in Hotel or Resort as Reservations Agent.
• Luxury hotel or resort background preferred.
• Understands the local culture and has worked in the region.