Company DescriptionA surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style. PURPOSE OF POSITIONReporting to the Reservations Manager, the Reservations Agent is responsible to handle inquiries through phone, fax or email inquiries pertaining to room reservations with a focus on revenue maximization and quality. The agent at all times meets and exceeds performance standards while maintaining exceptional service level for guest satisfaction and maximize potential hotel revenue by applying the Raffles Standards.KEY ROLES & RESPONSIBILITIESUnderstand the key principles of Accor Pricing Strategies and Revenue ManagementRetail, Corporate, Leisure, Group, OtherRate restrictions, hurdles and availabilitiesMaximize rooms revenue through the conversion of telephone calls into salesUtilize effective upselling techniquesUnderstand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotelBe fluent in all hotels products and servicesHandle faxes and emails pertaining to rooms reservationsBe fully conversant with all market segments and rate plans used across all distribution channelsBe flexible in sales technique through offering the right product to the right customer at the right timeHandle customer queries and complaints relating to Rooms Reservations for Raffles DubaiCo-host dinners/special events with the Sales Team and be involved in client entertainment as requiredIdentify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companiesPromote the Raffles products and services and ensure full knowledge of all facilities, services and hours of operations in order to respond confidently and effectively to inquiries and guests needs.Determine guests needs and offer the appropriate room, restaurant and charges as per guests requirements.Respond to enquiries about hotel products and services over the telephone, fax, email etc.Ensure full awareness of loyalty programs and full knowledge of special rates / offers / promotionsRecord and process all reservation inquiries made by phone, fax or email efficiently, accurately and convert to sale whenever possible to meet hotel targetsArrange accommodation, visas, dining and activity requirements for leisure, corporate and wholesalers and group GuestsClose all deals possible to maximize revenue.Process amendments to room reservations.Ensure direct input in the OPERA system and ensure that bookings are made with most accurate information to exceed Guests expectationsResponsible for effective implementation and compliance with Accor Core Reservation StandardsAchieve targeted goals in the LQA Hotel Mystery Shopping callsMaintain accuracy and cleanliness of the PMS DatabaseEnsure market segmentation is accurate for each reservationCreate hierarchies/relationships between Corporate AccountsEnsure reservations meet the property standards in terms of accuracy of data and guest satisfactionComplete understanding and effective execution of current and new RM tools. Includes Opera PMS.Be involved in all property PMS conversionsComplete understanding and effective use if the Hotels telephone systemCooperate, coordinate and communicate with all the necessary departments to ensure highest level of guest service and revenue is achieved.Maintain a clean and safe work environment. Report any damage or loss to hotel property.Abide by the Raffles standards as specified in the Raffles code of conduct.Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.Streamline the process the maintain the same service level in the two hotelsPerforms any other duties as assigned to him/her by management.QualificationsPERSONAL ATTRIBUTESAbility to adapt to changing environment.Attention to detailAbility to handle multiple tasks.Ability to organize work flowGoal OrientedQUALIFICATIONSWorking knowledge of Opera.Microsoft Office specially outlook and ExcelFlaunt in English speaking and typingEXPERIENCEMinimum 2 years experience in Hotel or Resort as Reservations Agent.Luxury hotel or resort background preferredUnderstands the local culture and have worked in the region.Additional InformationRaffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates

Raffles Hotels & Resorts