Reservations Agent

About the Job Location

This position is based at Anantara Mina Al Arab Resort in Ras Al Khaimah, UAE, part of a luxury hotel brand rooted in Thai culture, known for authentic hospitality worldwide. The resort offers an exclusive experience in a pristine Arabian Gulf eco-sanctuary with proximity to beach, desert, and mountain attractions, including adventures like yachting and dune riding.

Key Responsibilities

• Efficiently manage reservations operations to support hotel business objectives.
• Comply with all established Standard Operating Procedures (SOPs).
• Take initiative in upselling to meet monthly revenue targets.
• Maintain thorough knowledge of the hotel’s selling strategies, rates, packages, group bookings, and reservation statuses.
• Handle guest room bookings received via phone, email, or fax following quality standards, sending confirmations within two hours.
• Respond to all reservation inquiries and requests within 24 hours to company standards.
• Assist in group reservations by updating rooming lists, billing instructions, and guest special requests in the OPMS system.
• Apply the hotel’s Credit Policy accurately for walk-in and direct bookings.
• Create and update company and guest profiles in the Property Management System adhering to data entry standards.
• Produce and follow up on daily trace reports as required by the department.
• Review expected arrivals 1, 3, and 7 days ahead, reconfirming bookings in line with SOPs.
• Maintain effective administrative processes to avoid booking errors such as double-booking or misfiling.
• Understand and enforce hotel policies on no-shows, cancellations, credit, and pre-payments.
• Stay informed about hotel products including room types, rates, facilities, dining outlets, spa, health club, and promotions.
• Ensure high levels of guest satisfaction, promptly addressing any related issues.
• Manage daily arrivals to honor all reservations and guest requests.
• Foster a motivating work atmosphere within the reservations team and across hotel departments.
• Coordinate with Sales, Group Sales, and Front Desk departments to streamline reservation processes.
• Stay updated on local events and seasonality impacting hotel occupancy.
• Promote other properties operated by Minor International.
• Interface with the Accounting Department regarding reservation procedures, reports, operational concerns, and commission payments.
• Provide courteous assistance to tour operators and travel agency representatives.
• Efficiently manage modifications and cancellations of reservations, confirming payment methods and responding promptly to information requests.
• Support team members, managers, or directors as needed.
• Participate in hotel events, daily briefings, and training sessions to enhance professional skills.
• Perform additional tasks and special projects as assigned.

Qualifications

• Exceptional verbal and written communication capabilities.
• Strong skills in customer service and guest relations.
• Proficiency with hotel reservation software and Microsoft Office suite.
• Ability to process bookings accurately with attention to detail and efficiency.
• Comprehensive knowledge of room categories, pricing, packages, and hotel policies.
• Excellent organizational and multitasking abilities.
• Problem-solving and conflict management skills.
• Goal-oriented with the ability to achieve sales and upselling targets.
• Professional telephone manner and effective email communication skill.