Reservation Officer
Dukes Dubai
Total years of experience :9 years, 8 Months
Promptly answered reservation inquiries via telephone or email in a
friendly and professional manner.
Analyzed data to determine availability and rates.
Entered reservations into the property management system both
completely and accurately.
Proceed with F&B Bookings, inquires.
Utilized proper selling techniques and strategies to maximize
budgeted room occupancy and ancillary revenue goals
Produced and sent letters of confirmation and other well-written
correspondence
Obtained and transmitted accurate information for each
reservation
Gave detailed information as needed to callers regarding rates,
packages and all aspects of the resort
Sold, made and processed gift certificate
Resolved guest concerns or complaints in a timely, courteous
and professional manner
Balanced end-of-day shift reports
Initiated and organized reservations billing while
appropriately handling cancellations
Assist front desk during busy times
Process all reservation requests, changes and cancellations
received via phone, fax, email, internally and third parties.
FINANCIAL RETURNS
Up-sell rooms where possible according to established procedures to maximize hotel average room rate; utilize yield management strategies to ensure a full house whenever possible. Suggest alternate dates for sold-out periods.
PEOPLE
Promote team work and quality service through daily communications and coordination with other departments. Notify sales of any group bookings.
GUEST EXPERIENCE
Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested.
Respond appropriately to guest complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
RESPONSIBLE BUSINESS
Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system.
Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and scripts using the hotel’s reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers. Designate and apply appropriate travel agency commissions.
Stay abreast of current rates, rate changes and all promotions; assist in rooms forecasting. Complete daily logs according to established procedures.
May assist with other duties as assigned such running daily reports, e.g. the cancellation, booking, or arrival reports.
Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wake up calls, screening calls, and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required. Answer, record, and process all guest calls, requests, questions, or concerns. Receive, record, and relay messages accurately, completely, and legibly. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been met to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. Assist guests with accessing the internet. Report accidents, injuries, and unsafe work conditions to manager.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Translation (English to Arabic & vise versa)
IT