Agent, Reservations
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Conduct inbound reservations and convert inquiries into contracted business by answering guest questions, identifying needs, and determining appropriate room types to maximize revenue. Process all requests accurately in the Property management system (OPERA) and SAGA platform, assigning confirmation numbers and sending letters within two hours. Actively up-sell resort outlets and facilities while coordinating with Concierge and Restaurant teams for transfers and bookings. Resolve guest complaints, manage VIP profiles, and ensure complete adherence to departmental policies and KPIs. Adhere to the Kerzner Reservations Excellence onboarding program and maintain strong commercial relationships with direct guests and third-party bookers.
Required Qualifications
- Degree/Diploma in Hotel Management or equivalent
- Hotel Management graduate or Reservations operations certification
- 1-2 years minimum experience in a similar role in four- or five-star hotel
- Knowledge of reservation and distribution tools
- Knowledge of the hospitality sector
- Opera/Fidelio Knowledge
- Microsoft Office Software applications skills
- UAE/GCC local market experience
- Excellent Communication Skills
- Listen effectively
- Communicate clearly and in a friendly way
- To solve the issue
- Organized and disciplined, dedicated and loyal (essential)
- Friendly, pleasant, and easy to be around (essential)
- Work effectively under pressure to meet deadlines (essential)
- Expertise in written and spoken English (essential)
- High level of telephone skills (essential)
- Willing to take personal responsibility for own performance
- Adhere to Kerzner Reservations Excellence 12 weeks onboarding program
- Ensure guest confidentiality is always maintained
- To adhere to all Standard Operating Procedures (Kerzner SOPs & BAS SOPs)
- Ensure full understanding and adherence to Department's KPIs
- Maintain strong commercial relationships with direct guests, third-party bookers, and partners
- To interact and communicate with guests & colleagues in a courteous, friendly, open, and honest manner at all times
- Be a Bab Al Shams Resort employee means embodying and conveying the brand mindset through the values of Connection, Warmth, Care, and Empowerment
- Ensure full understanding of the business strategy and positioning of the RARE Finds brand and can effectively articulate this positioning in the marketplace
- To be consistently well groomed & professional in appearance and to always wear the appropriate uniform and name badge
- To attend departmental meetings/briefings and resort training programs as and when needed or instructed
- To carry out shifts/tasks when required and to perform any other duties that the Management may assign from time to time
- Works as part of a team that maximizes guest satisfaction and comfort delivering a positive and timely response to guest inquiries and problem resolution
- Ensure daily task lists are covered before the end of the shift
- Reports to duty punctually and in accordance with the department duty roster
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