Reservation Agent

Reservation Agent

Job Location: Dubai, UAE

Roles and Responsibilities:

1. Actively listen to and positively respond to guest questions, concerns, and requests using brand or property specific processes to resolve issues, delight, and build trust.
2. Identify guest reservation needs and determine the appropriate room type.
3. Verify hotel availability, room type, and rate.
4. Explain guarantee, cancellation, and no-show policies.
5. Answer questions about property facilities, services, and rooms.
6. Utilize effective upselling techniques to maximize revenue.
7. Understand and support Revenue Management strategies such as rate types, restrictions, and availabilities.
8. Input data into Property Management Systems (PMS).
9. Indicate special room reservation types by inputting the correct code and rate in the PMS.
10. Be knowledgeable in the use of reservations systems like Opera Cloud, RESAweb, and Synxis.
11. Enroll guests into Accor membership and Ennismore Disloyalty Program.
12. Support the Reservation Manager in achieving department goals and special projects as required.

Job Details:

1. High school diploma or equivalent; a degree in hospitality or a related field is preferred.
2. Previous experience in customer service or reservations, preferably in the hospitality industry.
3. Proficient in using reservation software and Microsoft Office Suite.
4. Excellent verbal and written communication skills.
5. Strong attention to detail and organizational skills.
6. Ability to work flexible hours, including evenings, weekends, and holidays.