RESERVATIONS AGENT Paramount Hotel Dubai

OBJECTIVE:

Every Mercure team member is a “Heartists”. A Heartist represents Mercure’s brand and its

values, at all times. The Mercure Heartist will establish relationships and foremost, the

Mercure Heartist will deliver an exceptional guest experience and promote the French

Elegance.

MAIN DUTIES:

Administration

• Follows up the administration of reservations very thoroughly, making check-in operations

easier for the front desk team

• Transforms a request for information into a potential reservation as soon as there is an

opportunity

• Presents the brand and/or Group's loyalty programme to customers; adapts the sales

pitch to each customer

• Counters any objections with a suitable and structured sales argument; passes on any

questions that cannot be answered to his/her superior

• Handles reservations by applying the various step-by-step processes defined by the brand

•Enters reservation details precisely and correctly

• Ensures that information is passed on to the people concerned

• Confirms the reservation; takes care over written communications

Financial and Revenue Responsibilities

• Provides answers that are adapted to customers' needs, taking the accommodation

possibilities into account

• Rapidly identifies the new customer and modifies the sales pitch accordingly

• Informs customers about the services on offer at the hotel and encourages use

• Is familiar with the local area around the hotel, including the competition

• Suggests other Mercure or Accor hotels to customers if the hotel is full

Training and Talent & Culture

• Ensure wherever possible that employees are provided with a work place free of

discrimination, harassment and victimisation.

• Treat complaints of harassment and discrimination promptly and confidentially.

• Treat customers and colleagues from all cultural groups with respect and sensitivity.

• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• Provides a friendly and personal welcome for guests

• Makes every effort to meet customers' needs to conclude a sale

Skills / Qualities

- Guest oriented and service minded

- Good listening and analytical skills, attentive

- Commercial know-how

- Diplomacy and self-control

- Self-confidence

- Dynamic

- Confident speaking skills

- Excellent telephone manner