Job description
Role Overview
Reservations Agent at BVLGARI Resort Dubai, operated by Marriott International. The role is based at the resort and handles all incoming reservation requests and guest inquiries.
Company Overview
BVLGARI Hotels & Resorts is a collection of select luxury properties developed in partnership with jeweler and luxury products designer Bulgari, located in major cosmopolitan cities and luxury resort destinations. The brand is part of the Marriott International portfolio and is known for delivering the excitement, timeless glamour, and heritage of the Bulgari brand.
Role Purpose
Process all reservation requests, changes, and cancellations received by phone, fax, or mail while identifying guest needs, explaining policies, and applying sales techniques to maximize revenue and guest satisfaction.
Key Responsibilities
Reservation Processing
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Identify guest reservation needs and determine appropriate room type.
- Verify availability of room type and rate.
- Input and access data in the reservation system.
- Indicate special room reservation types by inputting the correct code and rate into the reservation system.
Guest Communication & Service
- Explain guarantee, special rate, and cancellation policies to callers.
- Answer questions about property facilities, services, and room accommodations.
- Accommodate and document special requests.
- Welcome and acknowledge all guests according to company standards.
- Anticipate and address guests' service needs.
- Assist individuals with disabilities.
- Thank guests with genuine appreciation.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
Revenue & Sales
- Follow sales techniques to maximize revenue.
Issue Resolution
- Follow proper escalation procedures when addressing guest concerns.
Compliance & Professionalism
- Follow all company policies and procedures.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary information.
- Protect company assets.
- Protect the privacy and security of guests and coworkers.
- Comply with quality assurance expectations and standards.
Teamwork
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
- Listen and respond appropriately to the concerns of other employees.
General Duties
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
Qualifications & Experience
- High school diploma or G.E.D. equivalent required.
- No related work experience required.
- No supervisory experience required.
- No license or certification required.
Additional Information
Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.