Reservations Agent

Role Overview

Reservations Agent at Anantara Mina Al Arab Ras Al Khaimah Resort, operated by Minor International. The resort is located in Ras Al Khaimah, United Arab Emirates.

Company Overview

Anantara Hotels & Resorts is a global luxury hotel and resort brand rooted in Thai culture, founded in 2001 in Thailand. The brand is inspired by the Sanskrit word meaning "without end" and embodies freedom, movement, and harmony. Anantara operates properties across the world in captivating locales including pristine beaches, private islands, ancient sites, and vibrant metropolises. Anantara Mina Al Arab Ras Al Khaimah Resort offers overwater luxury on the Arabian Gulf in a pristine eco-sanctuary, located 45 minutes from Dubai in the northernmost emirate of the UAE.

Role Purpose

To assist in the effective operation of the Reservations department and meet the business goals of the hotel by processing guest reservations, managing booking accuracy, driving revenue through upselling, and ensuring exceptional guest satisfaction and service quality.

Key Responsibilities

Reservation Processing & Confirmation

• Receive, process and confirm guest room reservations made by clients via phone, email or fax according to MHG quality standards.
• Send confirmation letters within two hours of reservation receipt.
• 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 each reservation.
• Reply to every request for information within the timeline specified by the hotel.

Group Bookings & Management

• Assist with group bookings by updating the group rooming list in OPMS.
• Update billing instructions for group reservations in OPMS.
• Update guest special requests in OPMS.

Systems & Data Management

• Create Company and Guest profiles in PMS (Property Management System) according to MHG data entry standards.
• Maintain effective office administrative procedures within the department to safeguard against and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
• Handle daily trace and follow-up reports according to departmental requirements.

Booking Verification & Monitoring

• Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
• Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.

Policy Compliance & Credit Management

• Adhere to all Standard Operating Procedures.
• Understand and apply the Hotel's Credit Policy to WHO and direct bookings.
• Understand and apply hotel policies for no-shows, cancellation, credit and pre-payment policies.

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.

Product & Service 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.
• Be knowledgeable about local seasonality and events.
• Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservations Department.

Guest Satisfaction & Quality Assurance

• 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.
• Promote a helpful and professional image to clients and give full cooperation to any customer requiring assistance with a prompt, caring and helpful attitude.

Stakeholder Relations & Coordination

• Provide assistance and friendly gesture to local representatives of tour operators and travel agencies.
• Liaise with the Accounting Department on Reservations procedures, reports, operational problems and payments of commission.

Team Contribution & Development

• Maintain a motivational working environment within the department and with other colleagues in the hotel.
• Assist other team members, managers or directors as and when requested or required.
• Attend hotel events, daily shift briefings and training to improve professional skills.
• Perform related duties and special projects as assigned.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and guest relations abilities.
• Proficiency in hotel reservation systems and Microsoft Office.
• Ability to process reservations accurately and efficiently.
• Strong organizational and multitasking skills.
• Attention to detail and accuracy.
• Problem-solving and conflict-resolution skills.
• Good telephone etiquette and professional email communication.
• Ability to meet sales and upselling targets.

Qualifications & Experience

• Knowledge of room categories, rates, packages and hotel policies.