Reservations Agent - Arabic Speaking

Actively listen and respond positively to guest questions concerns and requests using brand or property specific process to resolve issues delight and build trust

Anticipate guests needs including asking questions to better understand their needs and listening to guest preferences and acting on them whenever possible

Answer telephones using appropriate etiquette including answering the phone within 3 rings answering with a smile in one s voice using the callers name transferring calls to appropriate person department requesting permission before placing the caller on hold taking and relaying messages and allowing the caller to end the call

Have a thorough knowledge of the entire hotel services and facilities and to be totally familiar with hotel reservation systems

Answer inquiries of room rates outlets and room locations Determine the most appropriate room type to meet guest requirements and maximize room rate Process room lists and group blocks and indicate special requests and billing procedures

Post advance deposits and keep accurate records of deposits Accommodate and document special requests in an accurate and efficient manner Explain guarantee and cancellation policies to callers Have knowledge of Front desk Sales and Accounts departments and how they relate to the Reservations department Abide by the hotels policies and procedures

Be familiar with changes in the rates and group enquiries

Complete daily shift task list and aid others

To be aware of inventory management and keep a constant check on the room types available throughout the dayTo have an understanding of departmental goals and projections for average rate and occupancy

Use sales techniques when assisting guests in making reservations including personalizing calls obtaining complete guest needs suggesting alternate dates or directing guests to sister properties on sold out days Answer guest questions about property facilities services e g hours of operation room availability restricted dates rates and room types packages promotions entertainment restaurants special events Assign confirmation cancellation numbers and clearly relay this information to callers giving them the option of emailing and or faxing these numbers Identify guest reservation needs by asking open-ended questions to obtain all necessary information

Follow up selling techniques and sales strategies in order to maximize property revenue Identify repeat guests using appropriate codes

Comply with Hotel rules and regulations grooming standards and time and attendance policies

Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions Carry out any other reasonable task which may not be stated here as requested Assist in Task Force Teams for new openings

Minimum one year experience with the same position in a 5 star hotel and a high school degree

Fluent Communication in Arabic