Reservation Agent

Role Overview

Reservation Agent at Accor, Swissotel Al Murooj, located in downtown Dubai.

Company Overview

Swissotel Al Murooj is situated directly opposite The Dubai Mall, near the iconic Burj Khalifa, 10 minutes walk to the Dubai Metro Station and within a few minutes' drive to DIFC, World Trade Centre and 15 minutes' drive from Dubai International Airport. The hotel is one of downtown Dubai's favoured destinations for business or leisure.

Role Purpose

Process and manage hotel reservations with accuracy and efficiency while maximizing hotel yield through upselling and suggestive selling. Maintain guest relationships, ensure compliance with operational standards, and support the Front Office and sales teams to drive revenue and deliver exceptional service.

Key Responsibilities

Planning & Organizing

• Monitor hotel occupancy and average room rate daily, month-to-date, and against budget requirements.
• Maximize hotel yield through upselling and suggestive selling as set out in strategy.
• Perform in accordance with OSM Standards and Service Ingredients.
• Maintain full awareness of daily hotel events and activities.
• Attend training classes as scheduled.
• Develop and maintain comprehensive product knowledge of all hotel facilities, room types, restaurants, shops, ballrooms, hours of operation, and special functions to maximize upselling opportunities.

Operations

• Follow hotel grooming standards to portray a professional image at all times.
• Demonstrate full cooperation and respect within the team and across departments.
• Maintain awareness of national history, places of interest, and shopping areas.
• Develop and maintain relationships with corporate clientele to maximize revenue.
• Maintain professional confidentiality and never disclose company secrets.
• Ensure all product standards are followed as trained.
• Input and answer all written correspondence, faxes, emails, and telephone inquiries within 24 hours of receipt.
• Ensure all reservations are correctly and accurately input into the OPERA system and properly maintained.
• Complete all reports on a daily basis and file for reference.
• File all correspondence daily in preparation for handover to reception.
• Conduct a daily audit of tomorrow's arrival file to ensure accurate reservation details.
• Use guest names whenever appropriate.
• Thoroughly familiarize yourself with the hotel's emergency procedures and maintain a state of preparedness for any emergency.
• Identify potential corporate clients and refer leads to the Director of Revenue or Sales Department.
• Coordinate with Front Office and other departments regarding guest requests as required.
• Familiarize yourself with all related company documentation and the Operational Standards Manual for your field of responsibility.
• Assist in Task Force Teams for new openings as requested.
• Understand and adhere to Swissotel Al Murooj Hotel policy relating to Fire, Hygiene, Health and Safety.

Administration

• Ensure inputting and processing of all reservation requests to process room sales.
• Ensure complimentary vouchers received from internal departments are filed immediately.

Qualifications & Experience

• Bachelor's degree or equivalent qualification from an accredited institution.
• Minimum one (1) year of professional experience in a hotel reservation or similar guest-facing role.
• Comprehensive understanding of hospitality industry standards and practices.

Skills & Competencies

• Demonstrated proficiency in computer systems and office applications.
• Proven knowledge of Property Management Systems (PMS), preferably OPERA or equivalent.
• Strong command of written and verbal English communication.
• Ability to manage multiple reservations and guest inquiries with accuracy and attention to detail.
• Trust: Operate with fairness and integrity, fostering transparency and sincerity through open and honest communication and honouring commitments.
• Relationships: Build and maintain strong connections with colleagues and guests, value diversity in people and perspectives, and overcome obstacles to increase cooperation and collaboration.
• Drive: Be action-oriented, set direction for self and others, clarify goals and objectives, and overcome barriers and challenges to produce results.
• Entrepreneurship: Fully understand the business and market context, identify and seize opportunities for continuous improvement, and support change.