Reservation Agent

4 weeks ago

Doha, Qatar Raffles Doha Full time
  • Understand the key principles of Accor Pricing Strategies and Revenue Management
  • Maximize rooms revenue through the conversion of telephone calls into sales
  • Consistently offer professional, friendly and engaging service to our external guests who call hotel main line
  • Answer hotel’s main telephone number and handle with Raffles and Fairmont standards
  • Processing dining reservations
  • Manage Restaurant Reservations System
  • Utilize effective upselling techniques for rooms and dining leads
  • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
  • Be fluent in hotel’s products and services
  • Handling calls, faxes and emails pertaining to rooms and dining reservations
  • Be fully conversant with all market segments and rate plans used across all distribution channels
  • Handle guest queries and complaints relating to Rooms & Dining Reservations
  • Identify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
  • Promote the Raffles’ and Fairmont’s products and services and ensure full knowledge of all facilities, services and hours of operations in order to respond confidently and effectively to inquiries and guest’s needs.
  • Determine guest’s needs and offer the appropriate room, restaurant and charges as per guest’s requirements.
  • Respond to enquiries about hotel products and services over the telephone, fax, email etc.
  • Ensure full awareness of loyalty programs and full knowledge of special rates / offers / promotions
  • Record and process all reservation inquiries made by phone, fax or email efficiently, accurately and convert to sale whenever possible to meet hotel targets
  • Arrange accommodation, visas, dining and activity requirements for leisure, corporate and wholesaler, and group Guests
  • Close all deals possible to maximize revenue.
  • Process amendments to room reservations.
  • Ensure direct input in the OPERA system and ensure that bookings are made with the most accurate information to exceed Guest’s expectations
  • Achieve targeted goals in Hotel Mystery Shopping calls
  • Maintain accuracy and cleanliness of the PMS Database
  • Ensure market segmentation is accurate for each reservation
  • 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.
  • Be involved in all property PMS conversions
  • Complete understanding and effective use of the Hotel’s telephone system
  • Cooperate, coordinate and communicate with all the necessary departments to ensure highest level of guest service and revenue is achieved.
  • Maintain a clean and safe work environment. Report any damage or loss to hotel property.
  • Maintain good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.
  • To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
  • Streamline the process the maintain the same service level in the two hotels
  • Performs any other duties as assigned to him/her by management.

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