KEY ROLES & RESPONSIBILITIES

• Understand the key principles of Accor Pricing Strategies and Revenue Management
• Retail, Corporate, Leisure, Group, Other
• Rate restrictions, hurdles and availabilities
• Maximize rooms revenue through the conversion of telephone calls into sales
• Utilize effective upselling techniques
• Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
• Be fluent in all hotels products and services
• Handle faxes and emails pertaining to rooms reservations
•  Be fully conversant with all market segments and rate plans used across all distribution channels
• Be flexible in sales technique through offering the right product to the right customer at the right time
• Handle customer queries and complaints relating to Rooms Reservations for Raffles Dubai
• Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
• Identify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
• Promote the Raffles’ products and services and ensure full knowledge of all facilities, services and hours of operations in order to respond confidently and effectively to inquiries and guest’s needs.
• Determine guest’s needs and offer the appropriate room, restaurant and charges as per guest’s requirements.
• Respond to enquiries about hotel products and services over the telephone, fax, email etc.
• Ensure full awareness of loyalty programs and full knowledge of special rates / offers / promotions
• Record and process all reservation inquiries made by phone, fax or email efficiently, accurately and convert to sale whenever possible to meet hotel targets
• Arrange accommodation, visas, dining and activity requirements for leisure, corporate and wholesaler’s and group Guests
• Close all deals possible to maximize revenue.
• Process amendments to room reservations.
• Ensure direct input in the OPERA system and ensure that bookings are made with most accurate information to exceed Guest’s expectations
• Responsible for effective implementation and compliance with Accor Core Reservation Standards
• Achieve targeted goals in the LQA Hotel Mystery Shopping calls
• Maintain accuracy and cleanliness of the PMS Database
• Ensure market segmentation is accurate for each reservation
• Create hierarchies/relationships between Corporate Accounts
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction
• Complete understanding and effective execution of current and new RM tools.  Includes Opera PMS.
• Be involved in all property PMS conversions
• Complete understanding and effective use if the Hotel’s telephone system
• Cooperate, coordinate and communicate with all the necessary departments to ensure highest level of guest service and revenue is achieved.
• Maintain a clean and safe work environment.  Report any damage or loss to hotel property.
• Abide by the Raffles standards as specified in the Raffles code of conduct.

• Maintains good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.

• To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.
• Streamline the process the maintain the same service level in the two hotels
• Performs any other duties as assigned to him/her by management.

PERSONAL ATTRIBUTES

• Ability to adapt to changing environment.
• Attention to detail
• Ability to handle multiple tasks.
• Ability to organize work flow
• Goal Oriented

QUALIFICATIONS

• Working knowledge of Opera.
• Microsoft Office specially outlook and Excel
• Flaunt in English speaking and typing

EXPERIENCE

• Minimum 2 years experience in Hotel or Resort as Reservations Agent.
• Luxury hotel or resort background preferred
• Understands the local culture and have worked in the region.