Summary
Kerzner International is hiring a Reservations Agent for Bab Al Shams Desert Resort in Dubai. The role handles room reservation inquiries, enters and verifies booking details in OPERA, responds to guest requests, and promotes suitable rooms and resort services to support revenue and guest satisfaction. Applicants need a hotel management degree, diploma, or equivalent and at least 1–2 years of similar experience in a four- or five-star hotel. Knowledge of reservation tools, OPERA or Fidelio, Microsoft Office, and strong spoken and written English are required.
The posting
As published on kerzner.com. Pulled from the employer's site and shown as they wrote it.
Agent, Reservations
(20655)
Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with a distinct ability to captivate the imagination, and bring to the forefront the essence of a place.
Authentic and captivating, Bab Al Shams Desert Resort is a truly magical destination, where expertly curated itineraries and bespoke entertainment are the beating heart of our legendary desert-based destination. Part of our unique Rare Finds collection, the essence of Bab Al Shams joins our guests together to discover the most soulful experiences and humbling journeys, set against Dubai’s endless dunes and rich culture.
About The Role
- Ensure full understanding of the business strategy and positioning of the RARE Finds brand and can effectively articulate this positioning in the marketplace. This is the responsibility of ALL sales and marketing professionals, regardless of their responsibility level.
- Rare Finds is a collection that brings to the forefront the essence of a place. Joining people together through authentic and soulful experiences, their proximity to rich cultures offers distinctly humbling journeys of incredible discovery.
Key Duties and Responsibilities
- Support the Sales and Marketing team in maximizing the hotel's revenue and achieving resort goals and KPI’s by implementing strategies and business plans briefed by the line manager.
- Being a Bab Al Shams Resort employee means embodying and conveying the brand mindset through the values of Connection, Warmth, Care, and Empowerment.
- Serve as the main contact for Rooms reservations and provide the best first impression of Bab Al Shams Desert Resort to all callers & convert inquiries into contracted business and respond, positively, to sales inquiries with a focus on revenue maximization and quality.
- Attract guests and enhance their loyalty by providing a distinctive service through communication and sales skills to improve the hotel’s image and increase revenue.
- Actively up-sells each business opportunity to maximize revenue opportunity.
- Handles all incoming calls utilizing the company-approved standard of greeting and follows the LQA reservations script.
- Ensure full and comprehensive knowledge of the resort facilities.
- Process all reservation requests by entering the data accurately in the Property management system.
- Be a continual source of information, help, and assistance to all guests.
- Answers guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, and special events).
- Use sales techniques as per LQA Standards requirements when assisting guests in making reservations, including personalizing calls, using storytelling to give a sense of place and build anticipation before the stay, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold out days.
- Identifies guest reservation needs by asking open-ended questions to obtain all necessary information.
- Determines the most appropriate room type to meet guest requirements and maximize room rate.
- Verifies all reservation information with callers to ensure accuracy.
- Accommodates and documents special requests accurately and efficiently.
- Explains guarantee and cancellation policies to callers.
- Describes room accommodations and benefits feature sale amenities to guests.
- Ensures accurate input of reservation details in the property management system (OPERA)
- Assigns confirmation/cancellation numbers and relays this information to callers.
- Prepares and sends confirmation letters within 2hrs to ensure guest satisfaction.
- Coordinates with the Concierge on all airport transfer requests
- Coordinates with Restaurant reservations on all restaurant reservations requests
- Upsell resort outlets and facilities whenever possible and show knowledge about other resort facilities when answering questions
- Identifies repeat guests using appropriate codes.
- Resolves guest complaints, ensuring guest satisfaction.
- Ensure to update VIP bookings in the Property Management System.
- Ensure correct profiles are attached for guests, Tour Operators, Wholesalers, and Corporates to ensure quality of reservation data and merge duplicate profiles when needed.
- Maintains complete knowledge of and comply with all departmental policies/service procedures/standards.
- Ensure updated guest preferences in the SAGA platform.
- Maintains a high level of communication and feedback within the department.
- Ensure all FAM Trip / Complimentary rooms are booked as per standard outlined.
- To promptly respond to all guest requests made through the Online Travel Agent’s extranets.
- Ensure daily task lists are covered before the end of the shift.
- Reports to duty punctually and in accordance with the department duty roster.
- To be consistently well groomed & professional in appearance and to always wear the appropriate uniform and name badge.
- To attend departmental meetings/briefings and resort training programs as and when needed or instructed.
- To carry out shifts/tasks when required and to perform any other duties that the Management may assign from time to time.
- Works as part of a team that maximizes guest satisfaction and comfort delivering a positive and timely response to guest inquiries and problem resolution.
- Adhere to Kerzner Reservations Excellence 12 weeks onboarding program.
- Ensure guest confidentiality is always maintained.
- To adhere to all Standard Operating Procedures (Kerzner SOPs & BAS SOPs)
- To ensure full understanding and adherence to Department’s KPIs
- Maintain strong commercial relationships with direct guests, third-party bookers, and partners.
- To interact and communicate with guests & colleagues in a courteous, friendly, open, and honest manner at all times.
Experience & Educational Requirements
- Degree/Diploma in Hotel Management or equivalent
- Hotel Management graduate or Reservations operations certification
- 1-2 years minimum experience in a similar role in four- or five-star hotel.
- Knowledge of reservation and distribution tools
- Knowledge of the hospitality sector
- Opera/Fidelio Knowledge
- Microsoft Office Software applications skills
- UAE/GCC local market experience
- Excellent Communication Skills
- Listen effectively
- Communicate clearly and in a friendly way
- To solve the issue
- Organized and disciplined, dedicated and loyal (essential)
- Friendly, pleasant, and easy to be around (essential)
- Work effectively under pressure to meet deadlines (essential)
- Expertise in written and spoken English (essential)
- High level of telephone skills (essential)
- Willing to take personal responsibility for own performance
Join a team that is warm,caring, connected and empowered to create truly unique experiences. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.