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Reservation Officer

Sofitel Dubai Downtown

2 - 3 years Dubai - United Arab Emirates

Any Nationality

, Posted on March 5, 2018 1 Opening

Job Description

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To attend and handle all incoming and outgoing room reservation requests, as per the hotel standards and procedures.
Main responsibilities:
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 potential clients and to transmit information to the Sales Department.
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 respect the privacy of the guests and the confidentiality of the information.
To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
To report all guest comments or complaints.
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 maintain an accurate Guest History, Guest Profile
To have a perfect knowledge of the hotel configuration and products.
To achieve Quality Tools and Yield Management performance.
To know the competitors and to gather information about their activities and sales.
To provide updated reports and statistics to the Management and other departments.
To follow up availability and rate charts on TARS and other booking systems / channels.
To follow daily check-lists.
To fulfill 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 read and update logbooks.
To maintain appropriate stock level for the smooth run of the reservations operations and to initiate requisitions accordingly.
To maintain a clean and tidy working area at all times.
To be updated with the latest administrative, organizational, operational or other changes and news.
To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
To maintain an atmosphere of high morale and a happy working relationship among the team.
To respect schedules, terms and deadlines as agreed with the Management.
To attend a daily line up briefing with the reservations team.
To support reception training in reservation techniques and procedures.
To carry out special projects according to the assignments.
You will work well under pressure in a fast paced environment and enjoy working with a multi-cultural team and guests alike, while possessing following additional competencies:
Previous experience in similar position
Knowledge of these or similar systems:
MS Office Applications

Industry Type : Hotels / Hospitality
Functional Area : Administration


Reservation Officer Service Operations Administration Yield Management Guest Satisfaction Sales

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Sofitel Dubai Downtown

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