Reservation Agent

Dubai, UAE

Ref: RP714-27601

Job description / Role

Job Type
Full Time

Job Location
Dubai, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
Travel, Hotel & Tourism

Company description

Every Sofitel team member is an ambassador. An ambassador represents Sofitel's brand and its values, at all times. The Sofitel ambassador will establish relationships and foremost, the Sofitel ambassador will deliver an exceptional guest experience and promote French excellence.

Job description

Responsibilities include:

To answer the calls with clear speech and pleasant voice.

To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.

To attract guests and to enhance their loyalty, providing a distinctive service through communication and sales skills, in order to improve the hotel's image and to increase revenue.

To recognize VIP guests and to apply the concerned policies.

To maintain a good commercial relationship with all the bookers: guests, companies, agencies.

To promote the Accor loyalty programs and the hotel promotions.

To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.

To call the supervisor or manager for advice in serious cases or if an approval is required.

To properly use the telephone etiquettes as per Sofitel standards.

To have a perfect knowledge of room types and rate structure.

To ensure the accuracy of all booking information entered in the PMS.

To have a perfect knowledge of the hotel products.

To fulfil administrative tasks and filing.

To properly use and maintain the reservation communication system (telephone, fax, e-mail).

To be aware of and to follow emergency and security procedures.

To respect key handling procedures.

To respect schedules, terms and deadlines as agreed with the management.

To attend a daily line up briefing with the reservations team.

To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments or areas if required, to meet business demands and guest service needs.

To attend training and meetings as and when required.

Qualifications

Your experience and skills include:

Guest focused personality is essential

Additional information

Minimum 1 year of experience in the same or similar role

Prior experience working with Opera or a related system

Strong interpersonal and problem solving abilities

Fluency in English, additional languages are a plus

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.

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