Reservation Agent

Responsibilities:
• Represent and champion the Jumeirah Brand by displaying all Hallmarks and promoting the business values in all interactions
• Being responsible for the timely and accurately handling of high volumes of reservation requests through different channels such as telephone and email.
• Proactively promote all properties and services within the Jumeirah portfolio in a friendly, professional and efficient manner upselling where appropriate to achieve all revenue objectives
• Achieve targets set by Jumeirah for revenue, quality, customer service standards and productivity
• Proactively handle and resolve customer queries and escalations through all channels which may include Telephone, email, WhatsApp and social media
• Maintain the integrity and accuracy of Jumeirah customer data base following Jumeirah standards
• Provide timely, accurate and detailed communication to any customer or partner regarding any enquiries
• Complete all Reservation tasks including reservations amendments, cancellations and upsell in any customer channel including Group Bookings
• Complete reservation checks for all reservations made including Group Bookings
• Reservation Filing of correspondence, handling customer complaints, checking and updating of related reports, amongst other tasks
• To effectively manage the process of No-Show/Cancellation reports
• Ensure compliance with the room reservations quality performance requirements
• Complete payment requests and follow up for payments not made including group Bookings
• Resolve financial discrepancies related to payments, commissions and accounts (Guests, Partners, Corporate accounts and MICE/Groups)
• Any other duties as may reasonably be requested by the management