Reservations Advisor – Arabic Speaker

Job Description

<p>SCOPE OF THE ROLE</p><p>To handle all Room Reservations and or inquiries pertaining to rates/packages/promotions through the telephone, email &amp; WhatsApp in a timely manner.</p><p><br></p><p>KEY RESPONSIBILITIES</p><p>Handles incoming reservations received through the following, and feeds these data into the PMS, correspondingly:</p><p> a) Telephone</p><p> b) WhatsApp</p><p> c) E-mail/Internet</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Processes amendments and cancellations and enters these in the computer</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Replies to inquiries and reservations through facsimile and e-mail as received</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Prepares, processes, and accomplishes the following tasks:</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Traces for the day</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Filing of all Reservation Correspondences</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintains complete knowledge of:</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;All facilities/services, hours of operation</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;All guest room layouts, bed types, decor, appointments, and locations</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Room availability for any given day</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Restricted dates, rates and room types</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;All room rates, packages and promotions</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintains complete knowledge and complies with all departmental policies and procedures</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Maintains complete knowledge of PMS and manual systems</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Sets up workstation with necessary supplies and resource materials; maintains cleanliness throughout shift</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Answer telephone calls within 3 rings, using correct salutations and telephone</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Etiquette</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Process all reservation requests, changes, and cancellations received by phone, fax,</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;email and internet</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Ascertain callers’ needs through open-ended questions</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Enthusiastically describe room accommodations and all amenities</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Obtain all designated information to book a reservation</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Accommodate special requests and designate such in the system</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Access guest history records to best service guests; maintain accurate information in guest history files</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Sell the best-rated room to meet the guest’s needs; maximize the rate for all reservations</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Promote and sell holiday and other packages to callers requesting reservations on designated dates</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Verify availability before confirming any reservation.&nbsp;Suggest alternate dates for sold-out dates</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Explain guarantee and cancellation policies to callers; assign confirmation/ cancellation numbers and relay such to the caller</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Relay accurate information on transportation arrangements from the airport to hotel; input and document such requests</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Set up proper billing accounts (i.e., share-with, room/tax/incidentals, direct/special billing)/LPOs and process advance deposits according to Accounting policies and with proper authorizations</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Verify all reservation information with the caller to ensure accuracy</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest messages)</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Process confirmation letters</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Refer requests for initial booking of group rooms to the Sales Department</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Handle guest complaints by following departmental procedures and ensuring guest satisfaction</p><p>QUALIFICATION</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Arabic Speaker is an added advantage</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Computer literate</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Knowledge in Opera PMS is an advantage</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Should be able to effectively communicate with diverse groups</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Has the right attitude for the position</p><p>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Minimum 1-2 years in hotel experience required</p>