Reservation Agent

Job Description

Planning & Organizing:

• To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
• Maximize hotel yield by up selling and suggestive selling as set out.
• Perform as per OSM Standards and in line with the Service Ingredients. Be fully aware of the hotel daily events for the day

1. Attend training classes as per schedule
2. Is aware of the daily activities and has product knowledge of all the hotel facilities to maximise upselling at all times
3. To have a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and ball rooms.  To be well informed about special functions and events held in the hotel on a daily basis.

Operations:

1. To follow the grooming standards of the hotel to portray a professional image at all times
2. Show fullest cooperation and respect within the team and other departments
3. To be fully aware of the national history, places of interest, shopping areas, etc.
4. Works diligently to develop and maintain relationships with corporate clientele to maximise revenue
5. To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
6. To ensure that the product standards are followed as trained.
7. To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.
8. To ensure all reservations are correctly and accurately input into the opera system and maintained.
9. To ensure that all reports are completed on a daily basis and filed for reference.
10. To be aware of the Hotel occupancy and average room rate today, month to-date and performance against budget requirements.
11. Maximize hotel yield by up selling and suggestive selling in line with strategy.
12. To file all correspondence on a daily basis ready for hand-over to reception.
13. To conduct a daily audit of tomorrows arrival file to ensure accurate details are recorded in each reservation.
14. To use guest names whenever appropriate.
15. Thoroughly familiarizes oneself with the Hotel’s emergency procedures and is in a state of preparedness for any emergency which may occur.
16. Seek out potential corporate clients and gives the lead to either the Director of Revenue or the Sales Department
17. Co-ordination with Front Office and other departments if regarding requests as required.
18. He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
19. Assist in Task Force Teams for new openings as requested
20. To have a complete understanding of and to adhere to Swissotel Al Murooj Hotel policy relating to Fire, Hygiene, Health and Safety

Administration:

1. Ensure inputting and processing of all reservation requests to process the sales of rooms.
2. To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately.

Core Behaviours

Core behaviours are our actions: what we say, what we do, and how we interact with one another. Our behaviours come from what we believe in, what we value. At Swissôtel Hotels & Resorts, we call these value based behaviours. The following statements provide indicators of the types of behaviours we expect employees in our company to display.

1. Trust: Operates with fairness and integrity, fostering an environment of transparency and sincerity through open and honest communication and by honouring commitments.
2. Relationships: We build and maintain strong connections with colleagues and guests, valuing diversity in people and perspectives whilst overcoming potential obstacles to increase cooperation and collaboration.
3. Drive:  We are action-oriented, setting direction for self and others, clarifying goals and objectives and overcoming barriers and challenges to produce results.
4. Entrepreneurship:  We fully understand the business and market context, identifying and seizing opportunities for continuous improvement and supporting change.

Qualifications

**Job Qualifications**

• Bachelor's degree or equivalent qualification from an accredited institution
• Minimum one (1) year of professional experience in a hotel reservation or similar guest-facing role
• Demonstrated proficiency in computer systems and office applications
• Proven knowledge of Property Management Systems (PMS), preferably OPERA or equivalent
• Strong command of written and verbal English communication
• Comprehensive understanding of hospitality industry standards and practices
• Ability to manage multiple reservations and guest inquiries with accuracy and attention to detail

Additional Information

Directly opposite to The Dubai Mall, the iconic Burj Khalifa, 10 minutes walk to the Dubai Metro Station and within a few minutes’ drive to DIFC, World Trade Centre and just 15 minutes’ drive from Dubai International Airport, Swissotel Al Murooj is located in downtown Dubai, one of the city’s favoured destinations for business or leisure.