Reservation Agent

Roles and responsibilities

• Understand the key principles of FRHI Pricing Strategies and Revenue Management
• Handling reservation management including managing blocks, chasing rooming list from Sales team & clients, inventory management for groups, ensuring accurate billing instructions and managing group rates codes.
• To have a general understanding of Groups Management - including cut off dates, blocking and booking policies and procedures
• Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by Cluster Reservation Manager.
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities whenever required.
• Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Complete understanding and effective execution of current and new RM tools, includes Opera PMS/S&C.
• Be involved in all property PMS Conversions
• Be fully conversant with all market segments and rate plans used across all distribution channels and to be flexible in sales technique through offering the right product to the right customer at the right time.
• Support the Cluster Reservation Manager with ad-hoc projects as required
• Follow department policies, procedures and service standards
  

Qualifications

• Previous Reservation or Royal Service related experience required
• Previous Opera Property Manager System experience required
• Fluency in verbal and written English and Arabic is required.
• Computer literate in Microsoft Window applications required
• Luxury hotel sales experience, having had varied market mix experience

Desired candidate profile

• Managing Reservations

  • Handling phone calls, emails, and online inquiries from customers who wish to make reservations for accommodations, flights, car rentals, or other services.
  • Assisting guests in making reservations, providing availability information, and offering suggestions or upgrades based on customer preferences.
  • Inputting reservation details accurately into the reservation system and confirming booking details with customers.

• Providing Information and Assistance

  • Providing guests with information about pricing, availability, facilities, amenities, and services offered by the property or company.
  • Explaining terms and conditions, such as cancellation policies, payment methods, and check-in/check-out procedures.
  • Answering any other queries customers may have about their reservations, travel plans, or destination.

• Updating and Modifying Reservations

  • Modifying existing reservations, such as changing dates, upgrading rooms, or adding special requests.
  • Handling cancellations, refunds, or changes to reservations, ensuring all information is processed correctly.
  • Ensuring the reservation system is updated with accurate customer data, special requests, and preferences.

• Handling Payment Processing

  • Processing payments for reservations, including handling deposits or full payments.
  • Using payment systems to secure credit card information and ensure proper billing procedures.
  • Issuing invoices and receipts for reservations when necessary.

• Coordinating with Other Departments

  • Communicating with the front desk, housekeeping, or other departments to ensure that guest preferences or special requests are noted and met.
  • Coordinating with sales or marketing teams to promote offers and deals.

• Customer Relationship Management

  • Building and maintaining positive relationships with guests by offering a high level of service.
  • Offering additional services, such as booking transportation, tours, or upgrades to enhance the guest experience.
  • Following up on reservations to ensure customer satisfaction.

• Handling Complaints and Issues

  • Addressing guest concerns or issues regarding their reservations, and resolving any problems in a timely and professional manner.
  • Offering solutions for overbooked or unavailable reservations, such as suggesting alternative dates or accommodations.

• Ensuring Accurate Data Entry

  • Maintaining accurate guest records, including contact details, payment information, and booking preferences.
  • Updating reservation systems in real-time to prevent double bookings or errors.