Reservations Agent - Saudi National

AccorHotels

Riyadh, Saudi Arabia

Posted
Ref: RP714-4372

Job description / Role

Employment: Full Time

Department:
Reservations & Communications Center - RCC

Leadership received from (directly):
Reservations Supervisor

Leadership received from (indirectly):
Director of Quality & Guest Experience

Key stakeholders:
Revenue & All Operations HOD's

Our Vision, we make moments

Mövenpick Hotels & Resorts (MH&R) is in the "moments" business. We're intimately involved in important times in our guests lives. And you never know when a moment can be made. A simple smile in the lobby can create the positivity that turns a business trip into a new business celebration. An insider tip on the best way to spend a day can make an entire holiday. A romantic dinner for two can lead to a longer term partnership.

It doesn't take much to make a moment. Just to be genuine. And human. And warm. And take steps to do the ordinary in an extraordinary way.

We understand that this vision cannot be achieved without great people who create and support work environments designed to produce exceptional results.

The Role

- Under the guidance and supervision of the Reservations Manager and within the limits of the established Mövenpick Hotels & Resorts policies and OSM (Operational Standards Manual), Receive and handle all reservations & Communications of the RCC. Work with management and strive to learn more each day. Show initiative to improve existing methods and refine established procedures. Works diligently to develop and maintain corporate clientele in performing these duties he shall at all times maintain good relations with his/her supervisor, the Department Heads and supervisors as well as with the local authorities and other key persons.
- To record and process all reservation inquiries made by any channel efficiently and accurately and converted to sales where possible to meet hotel targets.
- As a RCC team member you are part of a team that is responsible for the smooth communications before, during and after a guest stay, ensuring a quality experience.
- This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
- He / she should be empathetic to all mood and time restrictions.
- To be entrepreneurial and to think beyond the boundaries is expected
- He / She promote the desired work culture around Integrity, Respect, Team work and Service of Mövenpick Hotels and Resorts and its brand ethos.

Key Deliverables and Responsibilities

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
- Attend training classes as per schedule
- Is aware of the daily activities and has product knowledge of all the hotel facilities to maximise upselling at all times
- 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.

Requirements

Operations:
- To follow the grooming standards of the hotel to portray a professional image at all times
- Show fullest cooperation and respect within the team and other departments
- To be fully aware of the national history, places of interest, shopping areas, etc.
- Works diligently to develop and maintain relationships with corporate clientele to maximise revenue
- To maintain professional confidentiality and never disclose any secrets pertaining to the Company.
- To ensure that the product standards are followed as trained.
- To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.
- To ensure all reservations are correctly and accurately input into the opera system and maintained.
- To handle any guest requests positively and update in the task management system.
- To handle any guest complaint patiently, with respect and a positive approach to take ownership and ensure the guest that the issue will be resolved. Update the complaint in the task management system and alert Reservation Manager and or Director of Quality & Guest Experience.
- To monitor task management escalation levels and alerts Assistant Reservations Manager and or Director of Quality & Guest Experience if guest dissatisfaction is expected
- To ensure that all reports are completed on a daily basis and filed for reference.
- 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 in line with strategy.
- To file all correspondence on a daily basis ready for hand-over to reception.
- To conduct a daily audit of tomorrows arrival file to ensure accurate details are recorded in each reservation.
- To use guest names whenever appropriate.
- Thoroughly familiarizes oneself with the Hotel's emergency procedures and is in a state of preparedness for any emergency which may occur.
- Seek out potential corporate clients and gives the lead to either the Reservations Manager or the Sales Department
- Co-ordination with Front Office and other departments if regarding requests as required.
- He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
- To assist Front Office when requested with booking information and arrivals of e.g. groups.
- To have a complete understanding of and to adhere to Mövenpick Hotels & Resorts policy relating to Fire, Hygiene, Health and Safety

Administration:
- Ensure inputting and processing of all reservation and task requests to process the sales of rooms and F&B as well as action guest requests.
- To ensure complimentary vouchers are received from internal departments (wherever applicable) and are filed immediately according to policy.
Mövenpick Hotels & Resorts reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as & when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.