Reservations Agent SLS

Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards To update any special requests and billing details in Opera To give a polite and friendly response to all incoming telephone enquiries To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible To process all enquiries and reservation confirmations on the same day as receipt To maintain accurate filing systems for all correspondence within the department To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities To identify potential sales leads for the sales team to develop future accounts To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue

High School Diploma or equivalent required. College Degree in Business, Hospitality, or Related field preferred One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel Hotel reservations experience gained in the Middle East preferable Enter and locate work related information using computers and/or point of sale systems Possess a gracious, friendly, and fun demeanor Ability to multitask, work in a fast paced environment and have a high level attention to detail Strong verbal and written communication skills in English with Arabic and other languages preferred Maintain positive and productive working relationships with other employees and departments Ability to work independently and to partner with others to promote an environment of teamwork