Reservations & Service Center Agent

Job Description

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OVERVIEW/BASIC FUNCTION:
Provide prompt, courteous and efficient handling of all requests coming to
Service Center and Rooms Reservations in accordance with Rosewood Abu Dhabi
hotel standard operating procedures.
RESPONSIBILITIES:
* Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
* Ensure that standards are maintained at a superior level on a daily basis.
* Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
* Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
* Maintain positive guest relations at all times.
* Resolve guest complaints, ensuring guest satisfaction.
* Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
* Maintain complete knowledge of:
* All hotel facilities/services, hours of operation.
* All guest room layouts, bed types, decor, appointments and locations.
* Room availability for any given day.
* Restricted dates, rates and room types.
* All room rates, packages and promotions.
* Specific arrangements between hotel and travel agencies, corporate reservations center.
* Entertainment/special events scheduled in the hotel.
* Access all functions of the computer system.
* Set up work station with necessary supplies and resource materials.
* Answer telephone calls within ‎3 rings, using correct salutations and telephone etiquette.
* Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
* Ascertain callers' needs through open-ended questions.
* Describe room accommodations and all amenities.
* Obtain all designated information to book a reservation.
* Accommodate special requests and designate such in system.
* Access guest history records to best service guests; maintain accurate information in guest history files.
* Control and manage room inventory following guidelines, advised by Revenue Team
* Maximize rate for all reservations.
* Promote and sell holiday and other packages to callers requesting reservations on designated dates.
* Assist callers with dining room reservations and amenity orders.
* Verify availability. Suggest alternate dates for sold-out dates.
* Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.
* Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.
* Set up proper billing accounts (i.e., sharewiths, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.
* Verify all reservation information with caller to ensure accuracy.
* Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).
* Document all information for manual reservations on designated form.
* Input all manual reservations into the system.
* Obtain approval from Front Desk management for same day reservations on near sell-out dates.
* Process confirmation letters.
* Designate and apply appropriate travel agency commissions.
* Initiate deposit refunds for non-group reservations.
* Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.
* Create individual files and group masters with designated information for each group booking received from the Sales Department. Update changes received from Sales.
* Coordinate with Finance and Front Office to proceed Virtual Credit Card and bank transfer payments
* Coordinate with Sales and Marketing department to ensure that FIT and Group reservations are made correctly according to the agreement made between sales team and business partners
* Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations
* Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized, and highest profitability is achieved
* Set up group room blocks in the system. Book group reservations against the room block.
* Input group rooming lists.
* Monitor group cut-off dates and review with Sales or group contact.
* Review group resumes and convey all pertinent information in the system to appropriate personnel.
* Monitor and maintain wait lists daily.
* Process requests for mailing brochures, correspondence and package information.
* Compile and maintain information for daily/weekly/monthly reports.
* Review status of assignments and any follow-up action with on-coming Agent.
* Answer all incoming calls, including internal and external, in accordance to Rosewood Brand's Standards, Forbes and LQA telephone etiquette
* Direct call to guest rooms, associates, or departments through the BCT switchboard
* Receive guest messages and deliver the same to the guest
* Log all wake-up call requests and perform wake-up call services
* Provide information about hotel services to callers including in-house guests, potential customers and business partners
* Understand and be aware of the actions required in case of emergency
* Assist in reporting telephone equipment or service complaints and problems
* Understand Telephone Billing System. Keep records of calls placed and received by all departments and report the call charges
* Take in-house guests' requests that are made through phone calls and coordinate with the concerned department to deliver the required services, using Know cross system
* Understand XPOSSIBLE internet system, handle guests' complaints regarding the internet access and resolve basic internet problems for the guests
* Understand in-room dining menu list and take orders through phone calls and coordinate with Room Service Team to deliver the services
* All other duties as required.

OSHAD RESPONSIBILITIES:
While at work, (and while on work premises) an associate shall:
* Take reasonable care of their own health and safety.
* Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work;
* Cooperate with full compliance with Hotel's developed OSHMS policies, OSHMS procedures & operational works instruction in order to protect the health and safety of the people.
* Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct;
* Report all OSH incidents and work related injuries; and
* Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment & machineries, PPE, etc.) at the Hotel's workplace in the interest of health, safety, welfare or protection or management of the workplace.
* Participate in conduct of OSH related planning and implementation in order to achieve the Hotel's OSH objectives, targets & program.
* Attend all training arranged by Hygiene, Health & Safety Manager such as OSH training, safety Induction, on the job training, tool box talks, etc.

ACCOUNTABILITY:
* Held accountable and committed whatever it takes to comply with the company's OSHMS Policies, OSHMS Procedure, & Operational Works Instruction and any other relevant legislation applies within the organization.
* Held accountable to take care of his own health and safety, other person in the workplace that may be affected by their acts or omission at work.
* To report to his supervisor or respective Manager.
QUALIFICATIONS:
* Experience: Minimum one year's experience as a reservation's agent or a call center agent, preferably for a luxury or ultra-luxury hotel.
* Education: High school diploma.
* General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
* Technical Skills: Ability to suggestively sell; ability to input and retrieve information from the hotel reservations system.
* Language: Required to speak, read and write English, with fluency in other languages preferred. Second language desired
* Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
* Licenses & Certifications: None required.