Job Description
How does your working day look like …
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Identify guest reservation needs and determine appropriate room type
Verify availability of hotel, room type and room rate
Explain guarantee, cancellation and no-show policies
Answer questions about property facilities/services and rooms
Follow sales techniques to maximize revenue by utilizing effective upselling technique
Understand and support the revenue management strategies employed by Revenue Management such as rate types, rate Restrictions and availabilities
Input data into the PMS reservation systems
Indicate special room reservation types (e.g. complimentary rooms, employee discounts, business rate...etc.) by inputting the correct code and rate in the reservation system
Be knowledgeable in the use of reservations system used in Accor, such as Opera Cloud, RESAweb and Synxis
Actively enroll guests into Accor membership and Ennismore Disloyalty Program
Support Reservation Supervisor and/or Asst. Revenue and Reservations Manager in achieving the department goals and special projects as required
Responsible for effective implementation and compliance with company Reservation Standards
Achieve targeted goals in Hotel audit calls.
Maintain accuracy of the PMS Database
Ensure market segmentation is accurate for each reservation
Merge profiles as necessary
Ensure to meet the property standard in terms of accuracy of data and guest satisfaction
Run daily reports, identify any special requests and check reports for accuracy, where required by the Reservation Supervisor and/or Asst. Revenue and Reservations Manager Review training records and relevant documents and ensure to acknowledge the training data
Liaise daily with Reservation Supervisor and/or Asst. Revenue and Reservations Manager regarding business on the books and strategy for the day
Convey customer feedback to assist the Sales and Revenue Team in pricing
Assist coworkers, ensuring new joiners understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette as per call standard SOP
Ensure uniform, nametags, and personal appearance are clean, hygienic and professional.
Follow company and department policies and procedures.
Perform other reasonable job duties as requested by Supervisors / Manager
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Protect the privacy and security of guests and coworkers.
Qualifications
Your personality counts more than your CV …
You have good written & spoken Arabic and English language skills.
You’ve gained experience in a similar role for 01-03 years
You can inspire your fellow staff just as you can inspire your guests. On top of this, you know your way around town and always have tips for partying up your sleeve.
You’re a doer – and even if you do it wrong sometimes, you openly admit it.
You’re not just bringing your abilities, but also your character.