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We are looking for passionate, dynamic and guest-focused Revenue professionals who take pride in delivering outstanding customer service and creative solutions to our guests.
As a Reservations Agent, you will keep communication effective on all reservations, so that service is smooth and efficient.
Key Responsibilities- Process and confirm guest room reservations made by clients by phone, letter or fax.
- Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations.
- Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities.
- Show complete product knowledge, understand the rate structure and apply rate management.
- Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor.
- Promote and maintain good public relations, and work to maximise business.
- Keep room status accurate at all times.
- Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly.
- Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity.
Education, Qualifications and Experience
- A diploma in hospitality.
- Previous experience in hotel reservations.
- Computer literacy.
- Excellent communication skills, with written and spoken proficiency in English.
- Additional language skills are an asset.
The ideal candidate is customer-focused and extremely proactive, with a courteous, dynamic and approachable character. You work with professionalism and build effective relationships with internal and external customers. You can work independently within a structured environment.
Key competencies:
- Understanding the job
- Teamwork
- Taking responsibility
- Recognising differences
- Adaptability
- Customer focus