- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust
- Anticipate guests' needs, including asking questions to better understand their needs and listening to guest preferences and acting on them whenever possible
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
- Have a thorough knowledge of the entire hotel services and facilities and to be totally familiar with hotel reservation systems
- Answer inquiries of room rates, outlets and room locations. Determine the most appropriate room type to meet guest requirements and maximize room rate
- Process rooming lists and group blocks and indicate special requests and billing procedures
- Post advance deposits and keep accurate records of deposits.
- Accommodate and document special requests in an accurate and efficient manner.
- Explain guarantee and cancellation policies to callers.
- Have knowledge of Front desk, Sales and Accounts departments and how they relate to the Reservations department.
- Abide by the hotels policies and procedures
- Be familiar with changes in the rates and group enquiries
- Complete daily shift task list and aid others
- To be aware of inventory management and keep a constant check on the room types available throughout the day
- To have an understanding of departmental goals and projections for average rate and occupancy
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
- Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
- Identify guest reservation needs by asking open-ended questions to obtain all necessary information
- Follow "up selling" techniques and sales strategies in order to maximize property revenue.
- Identify repeat guests using appropriate codes
- Comply with Hotel rules and regulations, grooming standards and time and attendance policies
- Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
- Carry out any other reasonable task (which may not be stated here) as requested.
- Assist in Task Force Teams for new openings.
Minimum one year experience with the same position in a 5 star hotel and a high school degree
Fluent Communication in Arabic
- Be proactive and use good judgement when dealing with challenging situations
- Act with professionalism and integrity
- Be transparent in your motives, methods and expected results
- Conduct business honestly & fairly
- Keep sensitive information confidential