Reservation Specialist

Roles and responsibilities

The Role is responsible for accurately and impartially handling high volumes of sales and service queries in a courteous and efficient manner. These queries will be handled through different channels such as telephone, fax, and email.

• To represent the company by following the standard operating procedures set by the organization
• Proactively sell and upsell all products and services within the property
• Handle queries through telephone, fax, and email
• Make reservations for customers based on their various requirements
• Provide support to customers who may need to amend or cancel a reservation
• Prepares letters of confirmation
• Maximizing sales, as well assisting guests Internal/External and future customers by offering the highest level of customer service
• Perform all related tasks to the above position i.e.: filing of correspondence, handling customer complaints, checking and updating of related reports, amongst other tasks
• Any other duty that may be requested by the management
  
  

Qualifications And Experience

• Minimum 1 year of Reservations
• Experience with a luxury 5 Star Hotel
• Worked in Multi-Cultural environment
• Opera knowledge
• Proficient in Microsoft applications
• Strong communication skills
• Highly motivated individual with strong organizational skills
• High level of integrity and customer focus
• Arabic speaker is a plus
• Booking a Stay: A customer calls to inquire about room availability for an upcoming weekend. The Reservation Specialist checks the system, confirms availability, and secures a reservation. They also note the guest's preferences, such as a non-smoking room and a king-size bed.
• Handling Modifications: A guest calls a day before their arrival to change their reservation dates. The Reservation Specialist modifies the booking, confirms the new dates, and ensures the guest's preferences are retained.
• Addressing Special Requests: A guest requests a late check-out, and the Reservation Specialist communicates this to the front desk and updates the booking accordingly.
• Booking Group Reservations: A company books 10 rooms for a corporate event. The Reservation Specialist manages the group reservation, ensures that all rooms are set aside, and works with the client to address any specific needs.

Desired candidate profile

1. Managing Reservations

• Booking and Confirming Reservations: Taking reservations by phone, email, or through online booking platforms, and confirming all booking details with guests. Ensuring that the reservation system is updated accurately with guest details.
• Special Requests: Handling special requests such as room preferences, additional amenities, or dietary needs and ensuring these are communicated to the relevant departments.
• Reservation Modifications: Modifying existing reservations, including changes to dates, room types, or cancellations, and ensuring that changes are properly reflected in the system.
• Booking Confirmation: Sending booking confirmations and providing guests with necessary details, including dates, times, rates, and any required pre-arrival instructions.

2. Customer Service and Communication

• Answering Queries: Addressing customer inquiries about room availability, rates, services, and policies. Providing information on the property’s amenities, facilities, and local attractions.
• Providing Recommendations: Offering suggestions to guests regarding room types, upgrades, packages, or promotions, tailoring recommendations to guest needs.
• Resolving Issues: Handling booking issues, such as overbookings or guest complaints, and working with the management team to find resolutions in a professional and customer-centric manner.

3. Managing Availability and Inventory

• Availability Tracking: Keeping track of room availability, including peak times, holidays, and any maintenance schedules that might affect room availability. Ensuring that the reservation system is up to date.
• Overseeing Room Blocks: Managing group reservations and large bookings, ensuring that adequate room blocks are set aside and reservations are processed efficiently.
• Up-selling and Cross-selling: Promoting additional services or room upgrades to maximize revenue, such as premium room categories, early check-ins, late check-outs, or add-on packages.

4. Reservation System Maintenance

• Using Reservation Software: Effectively using Property Management Systems (PMS) or other reservation tools to process bookings and maintain accurate records. Familiarity with systems such as Opera, Fidelio, or other industry-specific platforms.
• Updating and Managing Data: Ensuring that the guest information, booking details, and transaction records are accurately entered and updated into the system.

5. Collaboration with Other Departments

• Coordinating with Front Desk: Collaborating with the front desk and housekeeping departments to ensure that guest rooms are ready and special requests are fulfilled before arrival.
• Communicating with Sales and Marketing: Working with the sales and marketing teams to promote special offers, packages, or seasonal discounts to attract more bookings.

6. Managing Payments and Billing

• Processing Payments: Handling payment details for reservations, processing credit card information, and ensuring that prepayment or deposits are properly applied. Ensuring all transactions are secure and compliant with financial standards.
• Handling Cancellations: Managing the cancellation process according to the company's policy, issuing refunds or handling no-show situations, and communicating cancellation details with guests.

7. Reporting and Analytics

• Revenue Management: Assisting with revenue management by providing input on room availability, occupancy rates, and pricing. Collaborating with the management team to adjust pricing strategies for maximum occupancy and profitability.
• Daily Reports: Generating daily or weekly reports on reservations, cancellations, and occupancy rates for review by management.
• Trend Analysis: Monitoring booking trends, identifying high-demand periods, and providing insights to improve future booking strategies.