Agent, Reservations

About the Role

Join to apply for the Agent, Reservations role at Bab Al Shams Desert Resort (18598).

Rare Finds is a diverse collection of resorts celebrating the individuality and unique identity of a destination, with 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 soulful experiences and humbling journeys set against Dubai’s endless dunes and rich culture.

• 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.
• 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 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, providing a distinctive service through communication and sales skills, to improve the hotel’s image and to increase revenue.
• Actively up-sell each business opportunity to maximize revenue opportunity.
• Handle all incoming calls utilizing company approved standard of greeting and follow 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.
• Answer 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 prior to the stay, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold out days.
• Identify guest reservation needs by asking open‑ended questions to obtain all necessary information.
• Determine the most appropriate room type to meet guest requirements and maximize room rate.
• Verify all reservation information with callers to ensure accuracy.
• Accommodate and document special requests in an accurate and efficient manner.
• Explain guarantee and cancellation policies to callers.
• Describe room accommodations and benefit feature sale amenities to guests.
• Ensure accurate input of reservations details in the property management system (OPERA).
• Assign confirmation/cancellation numbers and clearly relay this information to callers.
• Prepare and send confirmation letters within 2 hours to ensure guest satisfaction.
• Coordinate with Concierge on all airport transfers requests.
• Coordinate with Restaurant reservations on all restaurant reservations requests.
• Upsell resort outlets and facilities whenever possible and show knowledge about other resort facilities.
• Identify repeat guests using appropriate codes.
• Resolve guest complaints, ensuring guest satisfaction.
• Update VIP bookings in the Property Management System.
• Ensure correct profiles are attached for guests, Tour Operators, Wholesalers and Corporates to ensure quality of reservations data and merge duplicate profiles when needed.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Update…