Reservation Agent

Novotel Bur Dubai What do we expect from you? Under the general guidance of the Cluster Assistant Reservations Manager or any other authorized by the management, handle all room reservation enquiries to the required standard, maintain accurate and complete records of all reservations, and take every opportunity to maximize revenue potential for the hotel through upselling and increasing length of stay. How your day looks like: Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy and providing an excellent standard of customer service. To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings. To be fully knowledgeable in the operation, functionality and standards required in using Opera and TARS System. To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue. team, whilst always attempting to gain the highest possible revenue advantage for the hotel To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards. To update any special requests and billing details in Opera. To provide polite and friendly response to all incoming telephone enquiries. To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible. To process all enquiries and reservation confirmations on the same day as receipt. To maintain accurate filing systems for all correspondence within the department To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities. To identify potential sales leads for the sales team to develop future accounts. To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets. To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude. To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the team and management.

Minimum of 1-2 year experience in Front Office, Reservations, or Sales, preferably in the hospitality industry Professional telephone etiquette and strong written communication skills Proficiency in Property Management Systems (e.g., Opera Cloud) and Microsoft Office applications Detail-oriented with the ability to multitask in a fast-paced environment Strong problem-solving skills and ability to make decisions independently Flexible availability to work various shifts, including weekends and holidays Customer-focused mindset with a passion for delivering exceptional service Ability to work collaboratively in a team environment Strong organizational skills and attention to detail

Handle all room reservation enquiries to the required standard and maximize revenue potential through upselling and increasing length of stay. Answer incoming reservation enquiries by telephone, fax or email in a timely manner and convert them into bookings where possible. Input reservations into Opera reservation system accurately and keep all details up to date. Update special requests and billing details in Opera. Provide polite and friendly responses to enquiries and pass information about hotel facilities to customers. Process all enquiries and confirmations on the same day as receipt. Maintain filing systems for all correspondence. Build rapport with customers and regular bookers to encourage loyalty and follow-up business opportunities. Identify potential sales leads for the sales team. Be aware of financial targets and the Reservations team’s contribution to achieving them. Perform as part of a team and assist colleagues as needed.