Agent, Reservations KERZNER INTERNATIONAL LIMITED

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em> span> u> span>Key Duties and Responsibilities /u> /strong> /span> /span> /em> em> span> /span> /em> /p>

• em> span> Support the Sales and Marketing team in maximizing the hotel's revenue and achieving resort goals and KPI s by implementing strategies and business plans briefed by line manager. /span> /span> /em> /p>

• em> Being a Bab Al Shams Resort employee means embodying and conveying the brand mindset through the values of Connection, Warmth, Care, and Empowerment. /span> /span> /em> /p>

• em> Serve as the main contact for Rooms reservations and provide the best first impression of Bab Al Shams Desert Resort to all callers & convert inquiries into contracted business and respond, positively, to sales inquiries with a focus on revenue maximization and quality. /span> /span> /em> /p>

• em> Attract guests and enhance their loyalty, providing a distinctive service through communication and sales skills, to improve the hotel s image and to increase revenue. /span> /span> /em> /p>

• em> Actively up-sells each business opportunity to maximize revenue opportunity. /span> /span> /em> /p>

• em>Handles all incoming calls utilizing company approved standard of greeting and follow the LQA reservations script. /span> /em> /p>

• em>Ensure full and comprehensive knowledge of the resort facilities. /span> /em> /p>

• em>Process all reservation requests by entering the data accurately in the Property management system. /span> /em> /p>

• em>Be a continual source of information, help, and assistance to all guests. /span> /em> /p>

• em>Answers guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, and special events). /span> /em> /p>

• em>Use sales techniques as per LQA Standards requirements when assisting guests in making reservations, including personalizing calls, using storytelling to give a sense of place and build anticipation prior to the stay, obtaining complete guest needs, suggesting alternate dates, or directing guests to sister properties on sold out days. /span> /em> /p>

• em>Identifies guest reservation needs by asking open-ended questions to obtain all necessary information. /span> /em> /p>

• em>Determines the most appropriate room type to meet guest requirements and maximize room rate. /span> /em> /p>

• em>Verifies all reservation information with callers to ensure accuracy. /span> /em> /p>

• em>Accommodates and documents special requests in an accurate and efficient manner. /span> /em> /p>

• em>Explains guarantee and cancellation policies to callers. /span> /em> /p>

• em>Describes room accommodations and benefit feature sale amenities to guests. /span> /em> /p>

• em>Ensures accurate input of reservations details in the property management system (OPERA) /span> /em> /p>

• em>Assigns confirmation/cancellation numbers and clearly relays this information to callers. /span> /em> /p>

• em>Prepares and sends confirmation letters within 2hrs to ensure guest satisfaction. /span> /em> /p>

• em>Coordinates with Concierge on all airport transfers requests /span> /em> /p>

• em>Coordinates with Restaurant reservations on all restaurant reservations requests /span> /em> /p>

• em>upsell resorts outlets and facilities whenever possible and show knowledge about other the resort facilities. /span> /em> /p>

• em>when answering questions /span> /em> /p>

• em>Identifies repeat guests using appropriate codes. /span> /em> /p>

• em>Resolves guest complaints, ensuring guest satisfaction. /span> /em> /p>

• em>Ensure to update VIP bookings in the Property Management System. /span> /em> /p>

• em>Ensure correct profiles are attached for guests, Tour Operators, Wholesalers and Corporates to ensure quality of reservations data and merge duplicate profiles when needed. /span> /em> /p>

• em>Maintains complete knowledge of and comply with all departmental policies/service procedures/standards. /span> /em> /p>

• em>Ensure to update guest preferences in SAGA platform. /span> /em> /p>

• em>Maintains a high level of communication and feedback within the department. /span> /em> /p>

• em>Ensure all FAM Trip / Complimentary rooms are booked as per standard outlined. /span> /em> /p>

• em>To respond to all guest requests made through Online Travel Agent s extranets in timely manner.