Reservations Coordinator

Roles and responsibilities

We are currently seeking for passionate and dynamic guest focused Revenue professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Reservations Agent you are responsible to maintain effective communication on all reservations made to ensure smooth and efficient service delivery and your role will include key responsibilities such as-

• Process and confirm guest room reservations made by clients on the phone, letter or fax
• 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
• Promote and maintain good public relations and endeavors to maximize business
• Maintain an accurate room status at all times
• Ensure all incoming calls are answered as per the Rotana standards, information received by fax is inputted and check constantly the incoming e-mails
• Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified
  

Skills

Education, Qualifications & Experiences

You should have a diploma / degree within the hospitality field and previous experience in hotel reservations. You must be a computer literate with excellent communication skills, written and oral proficiency in English, while additional language skills are an asset.

Knowledge & Competencies

The ideal candidate will be customer focused and with an extremely proactive personality and a courteous, dynamic and approachable character. You will work effectively with professionalism and establish effective relationships with internal and external customers. You work independently within a structured environment while possessing following additional competencies-

Understanding the job

Teamwork

Taking Responsibility

Recognising Differences

Desired candidate profile

1. Reservation Systems Knowledge: Proficiency in systems like Opera, Amadeus, Sabre, or similar property management and booking systems.
2. CRM Tools: Familiarity with customer relationship management software.
3. Data Entry: Fast and accurate data input for managing bookings and reservations.
4. Basic IT Skills: Competence with email, spreadsheets, and word processing tools.

Customer Service Skills

1. Communication: Strong verbal and written communication skills to handle inquiries and provide information effectively.
2. Active Listening: Ability to listen to customer needs and respond appropriately.
3. Problem-Solving: Resolving booking conflicts or addressing customer concerns promptly.
4. Empathy: Understanding and addressing customer emotions or frustrations.

Sales and Upselling

1. Product Knowledge: Thorough understanding of the services, packages, or products being offered.
2. Upselling: Suggesting upgrades or additional services to enhance the customer experience.
3. Negotiation: Ensuring a win-win outcome when adjusting rates or resolving disputes.

Organizational Skills

1. Time Management: Efficiently managing a high volume of bookings and inquiries.
2. Multitasking: Handling multiple reservations and inquiries simultaneously without losing accuracy.
3. Attention to Detail: Ensuring bookings are accurate, from customer names to special requests.

Interpersonal Skills

1. Patience: Maintaining composure when dealing with difficult customers.
2. Teamwork: Collaborating with other departments like front desk, housekeeping, or travel agents.
3. Adaptability: Adjusting to dynamic workloads or last-minute changes.

Language Skills

1. Multilingual Proficiency: Speaking multiple languages is an advantage, especially in international settings.
2. Clear Articulation: Ensuring ease of understanding across different accents or dialects.