Reservations Agent

Company Description

SLS Dubai Hotel and Residences is a luxury lifestyle 5-star city hotel which belongs to Ennismore under the wider Accor group umbrella.

Boasting 946 units, with 254 uniquely designed hotel rooms, 321 hotel apartments and 371 Branded Residences, spread over 75 floors, SLS Dubai is one of the tallest hotels and residences in the region.

A wondrous and striking landmark in Downtown District, designed by the award- winning architects and interior designer Paul Bishop, the SLS Dubai is a unique cabinet of curiosities that never ceases to delight.

Job Description

• Accountable for maximizing revenue by converting reservation enquiries in accordance with the hotel selling strategy, and providing an excellent standard of customer service
• To answer all incoming reservation enquiries, by telephone, fax or email, in a timely manner, to the agreed departmental standard, and wherever possible convert them into bookings
• To be fully knowledgeable in the operation, functionality and standards required in using Opera and Delphi
• To adhere to the minimum rate / minimum stay selling strategies, as implemented by the revenue team, whilst always attempting to gain the highest possible revenue advantage for the hotel
• To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards
• To update any special requests and billing details in Opera
• To give a polite and friendly response to all incoming telephone enquiries
• To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible
• To process all enquiries and reservation confirmations on the same day as receipt
• To maintain accurate filing systems for all correspondence within the department
• To build a good rapport with customers / regular bookers on the telephone to encourage future loyalty and business opportunities
• To identify potential sales leads for the sales team to develop future accounts
• To be aware of the hotels financial targets and the contribution made by the reservations team in achieving those targets
• To ensure a high degree of personal skills, accuracy and attention to detail, and a positive attitude
• To perform as part of a team, assisting colleagues where necessary and carrying out relevant duties as requested by the Reservations Supervisor and Regional Director of Revenue
  
  

• High School Diploma or equivalent required. College Degree in Business, Hospitality, or Related field preferred
• One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Hotel reservations experience gained in the Middle East preferable
• Enter and locate work related information using computers and/or point of sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast paced environment and have a high level attention to detail
• Strong verbal and written communication skills in English with Arabic and other languages preferred
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork