Reservations Agent

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Raffles the Palm

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 353 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests.  Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore.  The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.

This role handles all customer inquiries related to room reservations, with a strong focus on revenue maximization, quality service, and brand standards. The Reservations Agent is responsible for converting inquiries into confirmed bookings while delivering an exceptional guest experience and supporting the hotel’s revenue management strategy.

Reporting to the Reservations Manager, responsibilities and essential job functions include:

• Understand and apply the key principles of ACCOR’s Pricing Strategies and Revenue Management, including:
  • Retail, Corporate, Leisure, Group, and Other segments
  • Rate restrictions, hurdles, and availability controls
• Maximize room revenue by converting telephone inquiries into confirmed reservations
  • Apply effective upselling and cross-selling techniques
  • Take reservations in line with revenue management strategies
• Demonstrate full knowledge of all hotel products, services, and facilities
• Handle reservations inquiries via telephone, email, and fax professionally and efficiently
• Be fully conversant with all market segments and rate plans across all distribution channels
  • Adapt sales techniques to offer the right product to the right customer at the right time
• Handle guest queries and complaints related to room reservations with professionalism and care
• Identify and communicate sales opportunities related to:
  • Individual guests
  • Corporate accounts
  • Wholesalers and Travel Management Companies
• Co-host dinners and special events with the Sales team and participate in client entertainment when required
• Ensure full compliance with ACCOR’s Core Reservation Standards
  • Achieve targeted scores in LQA Hotel Mystery Shopping calls
• Maintain accuracy and integrity of the PMS database:
  • Ensure correct market segmentation for each reservation
  • Create and maintain hierarchies and relationships between Corporate Accounts
• Ensure all reservations meet property standards in terms of data accuracy and guest satisfaction
  • Demonstrate complete understanding and effective use of RM tools, including Opera PMS/S&C
  • Participate in PMS conversions as required
• Demonstrate full and effective use of the hotel telephone system
• Maintain all reservation correspondence accurately and timely
• Support the Reservations Manager and Revenue Management team with special projects as required

PERSONAL ATTRIBUTES

• Ability to adapt to a fast-paced and changing environment
• Strong attention to detail
• Ability to handle multiple tasks simultaneously
• Strong organizational and workflow management skills
• Guest-service oriented with a professional and positive attitude
• Strong communication and interpersonal skills

• Fluency in English, written and spoken
• Degree or Diploma in Hotel Management, Training & Development, or related field
• Working knowledge of Opera PMS and Microsoft Office
• Additional languages are an asset
• Minimum 2 years’ experience in a hotel or resort as a Reservations Agent - Luxury hotel or resort background preferred
• Good understanding of local culture with previous regional experience preferred
• Fluency in Russian is an asset