وصف الوظيفة
Role Overview
Cluster Reservation Agent (Arabic Speaker) at Anantara Hotels & Resorts, located at Qasr Al Sarab Desert Resort By Anantara.
Company Overview
Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, founded in 2001 in Thailand. The brand embodies authentic hospitality inspired by the Sanskrit word meaning "without end," reflecting values of freedom, movement, and harmony. The company operates across the world in captivating locales including pristine beaches, private islands, ancient sites, and vibrant metropolises.
Role Purpose
To assist in the effective operation of the Reservations department and meet the business goals of the hotel through accurate reservation management, revenue optimization, and exceptional guest service.
Key Responsibilities
Reservation Processing & Management
- Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
- Take, amend, and cancel reservation details as applicable.
- Confirm the method of payment for all reservations.
- Maintain effective office administrative procedures that safeguard against double-bookings, non-guaranteed bookings, filing errors, and other inaccuracies.
- Check expected arrivals 1, 3, and 7 days prior according to SOP and reconfirm bookings.
- Handle daily trace and follow-up reports according to departmental requirements.
Revenue & Sales Strategy
- Take personal responsibility for driving upselling and achieving set revenue targets by month.
- Be fully aware at all times of the selling strategy, rates, packages, groups, and booking status of the hotel.
- Proactively promote other sister properties of Minor International.
- Be knowledgeable about local seasonality and events.
Guest Experience & Satisfaction
- Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
- Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Provide assistance and friendly gestures to local representatives of tour operators and travel agencies.
Product & Policy Knowledge
- Be up to date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, spa and health club, and other services and facilities.
- Understand and apply hotel policies for no-shows, cancellation, credit, and pre-payment policies.
Departmental Coordination & Administration
- Understand how the Sales office, Group Sales Department, and Front Desk relate to the Reservations Department.
- Liaise with the Accounting Department on Reservation procedures, reports, operational problems, and payments of commission.
- Reply to every request for information within the timeline specified by the hotel.
- Maintain a motivational working environment within the department and with other colleagues in the hotel.
Compliance & Development
- Adhere to all Standard Operating Procedures.
- Attend hotel events, daily shift briefings, and training to improve professional skills.
Additional Information
- Full details are available on the employer's original posting.
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