Job description
Role Overview
Reservations Agent at voco Dubai The Palm, operated by IHG Hotels and Resorts, located on Palm Jumeirah, Dubai.
Company Overview
voco is a hotel brand within IHG Hotels and Resorts, characterized by reliable yet distinctive properties that deliver True Hospitality. voco Dubai The Palm is situated on the trunk of the manmade Palm Jumeirah island and is part of Palm West Beach, a newly launched trendy and vibrant destination featuring exceptional dining concepts. The hotel culture emphasizes natural, easy-going service with thoughtful guest touches and a team-oriented, trust-based work environment.
Role Purpose
Process all incoming reservation inquiries via phone and email with accuracy and efficiency, convert inquiries to sales to meet hotel targets, and provide exceptional customer service that reflects voco service standards.
Key Responsibilities
Reservations Processing
- Record and process all reservation inquiries made by phone or email efficiently and accurately.
- Process reservations from the Sales office, other hotel departments, and travel agents.
- Answer phones and assist customers in making, altering, or cancelling reservations.
- Accurately record customer information and charge credit cards upon successful reservations.
Customer Communication
- Respond to emails with reservation information, confirmations, and additional details.
- Answer questions regarding rooms, facilities, rates, and events.
- Advise customers regarding promotions or available upgrades that may enhance their experience.
Sales & Conversion
- Convert reservation inquiries to sales where possible to meet hotel targets.
Qualifications & Experience
- Minimum 2 years call centre or hotel operations experience.
- Advanced proficiency in writing and speaking English.
Skills & Competencies
- Ability to work both independently and within a team environment.
- Naturally outgoing and friendly personality.
- Passion for service excellence with consistent delivery and demonstration of voco service standards.
- Attention to detail and ability to notice the little things that make a difference to guests.
Additional Information
- Competitive salary and benefits package.
- Career development opportunities.
- Employee room discounts.
- Great work culture within the global IHG family.
- IHG is an equal opportunities employer and welcomes internal and external candidates.