Reservation Agent

Swissôtel Al Ghurair As a Reservation Agent you are responsible for handling incoming calls and inquiries to the reservation department in a professional, efficient, and friendly manner. What’s in it for you: Employee benefit card offering discounted rates in Accor worldwide Learning programs through our Academies Opportunity to develop your talent and grow within your property and across the world! Ability to make a difference through our Environmental Social and Governance activities What you will be doing : Answer the phone within 3 rings utilizing company approved standard of greeting, followed by reservations script in handling the Guest inquiry for Hotel room reservation or other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email and other channels as directed according to standard operating procedures Process the reservations by entering the information accurately in the property management system; follow up with reservation confirmations, modifications, cancellations and make the changes in the system as applicable; make sure information is entered according to standard operating procedures and standards Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities; special request; advance deposit; complete daily call conversion sheets of their individual shift; compile reports as directed by the Manager or Supervisor of the department Have full knowledge of Hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings Participate and comply with any training and reservation programs, such as up-selling, cross selling other sister hotels to increase revenue for the Hotel and company Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment Comply with the hotel environmental, health and safety policies and procedures

Previous experience in hospitality industry is preferred Strong communication skills  Excellent customer service and communication skills Strong interpersonal skills and the ability to handle guest inquiries and complaints professionally Proficiency in using reservation software and booking systems will be a strong advantage Familiarity with Opera, Microsoft Office and other relevant software applications Effective time management skills, detail-oriented Ability to work well in a team and collaborate with other hotel departments

Answer the phone within 3 rings using the approved greeting and reservation script to handle guest inquiries for hotel room reservations or other hotel facilities; manage reservation inquiries via fax, email and other channels as directed according to SOPs. Process reservations by entering information accurately in the property management system; follow up with reservation confirmations, modifications, cancellations and update in the system as applicable. Maintain accurate paper transactions and record specific reservation requirements, amenities, special requests, and advance deposits; complete daily call conversion sheets for your shift; compile reports as directed by the Manager or Supervisor. Maintain full knowledge of hotel facilities and promotions; stay updated on any changes within the hotel that might affect reservations. Participate in and comply with training and reservation programs (upselling, cross-selling to sister hotels) to increase revenue. Operate in a safe and environmentally friendly manner to protect guests’ and employees’ health and safety, and protect the environment. Comply with hotel environmental, health and safety policies and procedures.