Reservation Sales Agent

Roles and responsibilities

• Previous experience of 1-2 years of Sales experience as a Reservations Sales Agent in a Luxury Hotel environment in the UAE.
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
• Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.
• Finds creative solutions and takes ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
• Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
• ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
• Impeccable communication skills, both verbal and written, with fluency in English. Additional languages are a plus.
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.

Key Responsibilities

• Acts as the Initial Touch Point for Guests, promptly and professionally handling inbound calls and online chat inquiries with ‘FIVE-Styled’ Flair.
• Effectively showcases FIVE’s sensational offerings to Convert inquiries into Contracted Business.
• Utilises exceptional Communication Skills to negotiate and present ‘FIVE-Star’ rates.
• Promptly answers telephone calls, greeting callers with an energetic, friendly, and courteous tone, reflecting the Award-Winning ‘Vibe at FIVE.’
• Exhibits unmatched Enthusiasm in responding to Sales Inquiries, resulting in successful Lead Generation and elevating FIVE’s brand image to New Heights.
• Effortlessly handles all Guests with the utmost professionalism, ensuring flawless Reservation Experiences that align with the Guest's every expectation.
• Provides Prompt and Efficient service, maintaining the unparalleled Luxury Allure that defines FIVE.
• Participates actively in weekly and monthly Department Meetings, contributing to our buzzing and dynamic ‘Vibe at FIVE.’
• Demonstrates adherence to Department Standards (SOP) and achieves Targeted Results, such as quality calls, swift response times, efficient handling of calls and emails, precision, and adherence to FIVE's Safety Standards.
• Responds to all Guest Queries received through various channels (phone, email, direct connect, etc.) with speed and accuracy, staying true to FIVE’s visionary Standards of Service.
• Showcases an exceptional grasp of FIVE's state-of-the-art facilities and captivating promotions, deftly employing Up-Selling Techniques to create a First-in-Class experience that leaves Guests delighted.
• Responds to emergencies, Guest requests and conducts diligent follow-ups to ensure a ‘FIVE-Star’ experience for Guests.
• Remains composed and professional during Emergency Situations, managing calls with a calm and courteous demeanor, and following Established Procedures.
• Adheres to SOPs and Service Standards, executing duties with a Sensational Flair and ensuring adherence to Safety Policies.
• Collaborates with the FIVE Tribe, embracing a culture of Continuous Improvement and Shared Success.
• Executes Administrative Tasks in a timely manner, documents customer interactions and ensures records are always updated.
• Safeguards utmost confidentiality, Protecting Guest Information with care and discretion.

Desired candidate profile

A Reservations Sales Agent is responsible for managing customer inquiries and bookings for hotels, restaurants, or travel services. Here are the key skills and responsibilities associated with this position:

Customer Service Skills

1. Customer Interaction: Engaging with customers via phone, email, or online chat to assist with reservations and inquiries.
2. Issue Resolution: Addressing and resolving customer concerns or complaints promptly and professionally.

Sales Skills

1. Upselling and Cross-Selling: Promoting additional services or upgrades to enhance the customer experience and increase revenue.
2. Product Knowledge: Maintaining in-depth knowledge of the company’s offerings, including room types, rates, and promotions.

Communication Skills

1. Clear Communication: Effectively conveying information about services, rates, and policies to customers.
2. Listening Skills: Actively listening to customer needs and preferences to provide tailored recommendations.

System Proficiency

1. Reservations Systems: Using property management systems (PMS) or booking software to manage reservations accurately.
2. Data Entry: Accurately entering customer information and reservation details into the system.

Organizational Skills

1. Booking Management: Keeping track of reservations, cancellations, and modifications to ensure smooth operations.
2. Time Management: Efficiently handling multiple inquiries and tasks while maintaining high service standards.

Attention to Detail

1. Accuracy: Ensuring all reservation details are correct, including dates, room types, and special requests.
2. Policy Adherence: Understanding and communicating company policies regarding cancellations, changes, and deposits.

Team Collaboration

1. Interdepartmental Coordination: Collaborating with other departments (e.g., front desk, housekeeping) to ensure seamless service.
2. Feedback Loop: Providing feedback on customer trends and preferences to help inform sales strategies.

Multitasking Ability

1. Simultaneous Tasks: Managing multiple reservations and inquiries at once without compromising service quality.
2. Prioritization: Identifying and addressing urgent requests or high-priority inquiries first.

Adaptability

1. Flexible Approach: Adjusting to changes in demand, promotions, or company policies quickly.
2. Problem-Solving: Developing creative solutions to meet customer needs and enhance their experience.

Sales Metrics

1. Performance Tracking: Monitoring sales performance and striving to meet or exceed targets.
2. Customer Feedback: Collecting and analyzing customer feedback to improve service and sales techniques.