Reservations Agent Full-time Job

Responsibilities

Process and confirm guest room reservations made by clients, identifying guest needs/

Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.

Accommodate and document special requests.

Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations.

Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.

Show complete product knowledge, understand rate structure and apply rate management.

Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor.

Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified.

Ensures all requests are handled in the time frame set by the company.

Ensure to apply required departmental standards in LQE, MOQA and Forbes.

Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.

Ensure information provided to Guests is accurate and individualized.

Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.

Services our customers in order to grow share of the account.

Builds strong relationships with customers, Guests and Team Members in order to gain full understanding of their needs and work to serve them effectively.

Handles guest complaints and disputes.

Ensures an excellent working relationship with all colleagues within the hotel.

Leads by example in fostering positive employee relations and demonstrating values.

Effectively communicates with other departments, especially Sales, Front Office and Banqueting.

Utilizes all available on the job training tools for employees.

Maintain the System, ensure all the bookings, rates and market codes are up to date, ensure all key accounts are in profile track, and accurate.

Ensure all Policies and Procedures are understood and adhered to.

Attends weekly and monthly department meetings and prepares accordingly.

Conducts sites visits as required by hotel operation.

Participates in Client Entertainment with Sales Department as required.

Joint Sales calls with team as required.

Skills & Qualifications

Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.

Clear communication; effective verbal and written communication skills in English and preferably in Arabic.

Friendly personality with excellent interpersonal skills and can do attitude.

Perform job with attention to details.

A minimum 1-year experience in a hotel and or administrative position selling in hospitality.

Previous work experience in Reservations or Front Office.

Previous experience working in a 5-star hotel environment.

Previous experience working in the GCC (the UAE) preferred.

Good knowledge on computer systems i.e MS Office applications.

Prior experience with PMS system.

Hotel pre-opening experience.

Senior School qualification or equivalent.

Degree or Higher National Diploma equivalent in Hospitality/Hotel/Business Management.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the worlds most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and nine residences in 24 countries and territories, with each property reflecting the Groups oriental heritage, local culture and unique design. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group.For over 50 years, Mandarin Oriental has been established as a leader in luxury hospitality, and has a rich and proud history. Our mission, to completely delight and satisfy our guests began with the opening of our flagship property, The Mandarin, in 1963 in Hong Kong. The hotel, which was the tallest building on the island when it opened, soon built up an enviable reputation for service excellence, and instantly became a historic landmark a status it still holds today.In 1974 The Oriental in Bangkok, which was already acknowledged as one of the world's most legendary hotels was partially acquired by the Group, giving the company two "flagship" hotels whose names represented the very best in hospitality.These two famous hotels joined to create the brand Mandarin Oriental Hotel Group under the renowned fan logo.Over the next twenty years the Group opened further Mandarin Oriental hotels in Asia and became firmly established as one of the most elegant and luxurious hotel groups, renowned for offering comfortable and well-appointed accommodation, exceptional facilities and some of the finest restaurants and bars in the region. This was underpinned by impeccable service inspired by our Asian heritage, which made Mandarin Oriental the hotels of choice for residents and luxury travellers alike.