Agent, Reservations

Agent, Reservations
(‎5491)

Rare Finds is a diverse collection of resorts celebrating the individuality
and unique identity of a destination, with a distinct ability to captivate the
imagination, and bring to the forefront the essence of a place.
Authentic and captivating, Bab Al Shams Desert Resort is a truly magical
destination, where expertly curated itineraries and bespoke entertainment are
the beating heart of our legendary desert-based destination. Part of our
unique Rare Finds collection, the essence of Bab Al Shams joins our guests
together to discover the most soulful experiences and humbling journeys, set
against Dubai's endless dunes and rich culture.

About The Role

Provides overall reservations support for the hotel, responsible for handling
group blocks and inputting rooming lists, selling gift certificates,
processing travel agent commissions, and proper coding of market segments and
corporate accounts.

Key Duties And Responsibilities

• Has a full and comprehensive knowledge of the hotel facilities


• Be a continual source of information, help and assistance to all guests


• Maintains a high level of communication and feedback within the department


• Identifies and anticipates guest needs and requirements


• Handles all incoming calls and guest inquiries to in accordance with the reservations standards


• Answers guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).


• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.


• Identifies guest reservation needs by asking open-ended questions to obtain all necessary information.


• Identifies repeat guests using appropriate codes.


• Maintains complete knowledge of and comply with all departmental policies/service procedures/standards.


• Resolves guest complaints, ensuring guest satisfaction.


• Verifies all reservation information with callers to ensure accuracy.


• Accommodates and document special requests in an accurate and efficient manner.


• Determines the most appropriate room type to meet guest requirements and maximize room rate.


• Explains guarantee and cancellation policies to callers.


• Describes room accommodations and benefit feature sale amenities to guests.


• Ensures accurate input of reservations details in the property management system (OPERA)


• Assigns confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.


• Prepares and sends confirmation letters within 24hrs to ensure guest satisfaction


• Coordinates with concerned on visa application when handling a guest visa request (if required)


• Coordinates with Concierge on all airport transfers requests


• Coordinates with Restaurant reservations on all restaurant reservations requests


• Upsell Hotel Outlets and facilities whenever possible


• Acknowledges same day reservations, rooms allocation changes, amendment or cancellation to both Housekeeping and Front Office on Duty


• Informs all concerned about VIP bookings


• Reports to duty punctually and in accordance with the department duty roster


• Any other duties as may reasonably be requested by the management


• Making room reservations and answering to guest inquiries (individuals and groups) in an efficient manner in line with our standards and maximizing revenue by up-selling suites and facilities available at the hotel

Skills, Experience & Educational Requirements

• Diploma or degree in hospitality, F&B or sales


• Knowledge of reservation and distribution tools


• Knowledge of the hospitality sector


• Preferably has ‎1 or ‎2 years' experience in a customer service or telephone contact position


• Opera/Fidelio Knowledge


• Microsoft Office


• Microsoft Outlook


• Excellent Communication Skills


• Listen effectively


• Communicate clearly and in a friendly way


• To solve the issue


• Organized and disciplined, dedicated and loyal (essential)


• Friendly, pleasant and easy to be around (essential)


• Work effectively under pressure to meet deadlines (essential)


• Expertise in written and spoken English (essential)


• High level of telephone skills (essential)


• Willing to take personal responsibility for own performance

Join a team that is warm , caring , connected and empowered to create
truly unique experiences. We believe in making our guests happy beyond
anything they have ever imagined. We wow them at every turn and create
memories that will last a lifetime. You will be at the heart of this vision,
to constantly innovate to deliver Amazing Experiences and Everlasting
Memories.