Reservations Agent

Other Department
Job Role:
Reservations Agent
United Arab Emirates (UAE)
Salary Description:
Competitive Salary offered
Hawthorn Suites by Wyndham, JBR
Job Ref:

Scope and General Purpose of Job:
• Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and listing prepares letters of confirmation and promptly processes any cancellations and modifications.
• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
• Perform any other duties that may be assigned from time to time by Manager

Key Duties and Responsibilities:
• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
• Processes reservations from the sales office, other hotel departments, and travel agents.
• Knows the type of rooms available as well as their location and layout.
• Knows the selling status, rates, and benefits of all packages plans.
• Knows the credit policy of the hotel and how to code each reservation.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Determines room rates based on the selling tactics of the hotel.
• Prepares letters of confirmation.
• Communicates reservation information to the front desk.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Helps develop room revenue and occupancy forecasts.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advances deposit requirements.
• Handles daily correspondence. Responds to inquiries and makes reservations as needed.
• Makes sure that files are kept up to date.
• Maintains a clean and neat appearance and work area at all times.
• Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
• Walk around with the client and ensuring that they secure whatever services they are in need of.
• Getting information about areas of interest in order to target more clients in particular seasons.
• Making arrangements for clients travel programs.
• To be aware of all front office procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Willing to undertake any reasonable request made by management in any other areas of the house.
• Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website.
• Configuring rates on the hotels property management system.

Customer Service
• Demonstrate service attributes in accordance with industry expectations and company standards to include:-
• Being attentive to guests
• Accurately and promptly; understanding, anticipating and fulfilling guest requests
• Maintain a high level of knowledge which will enhance the guest experience
• Demonstrate a service attitude that exceeds expectations
• Take appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers by ensuring good inter-departmental relations.
• Be able to promote the hotel products and services.
• Maintain a high level of product and service knowledge about Cristal Hotel, Abu Dhabi.
• Ensure known repeat guests, and other VIP’s receive special attention
• To display a pleasant manner and positive attitude at all times and to promote a good company image to guests and colleagues.

Health & Safety
• Operate equipment using procedures learnt during training to company standards.
• To report any equipment failures or problems to the Maintenance Department.
• Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety
• To play an active part in the fire investigation and fire fighting teams
• To be vigilant in the workplace and report any signs of fire related issues
• Familiarise yourself with emergency and evacuation procedures.
• Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.
• To attend all mandatory training sessions selected by the Hotels Training Department

Contact Details:
Hawthorn Suites by Wyndham, JBR
Tel: 097143999979
Contact: HR Department

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