Reservation Executive - UAE National

About This Role

B2C Guest Reservations

• As a key player in the reservations team, collaborate closely to optimize the guest journey for B2C bookings.
• Ensure the seamless execution of reservations, providing accuracy, efficiency, and a personalized touch at every stage.
• Personalized experience to adapt to guests needs from VIP, high valued, family orientated and so on.
• Manage requests promptly, meeting and maintaining appropriate service level agreements (SLAs).
• Ensure end-to-end reservations process completion across all touchpoints, ensuring the guest reservation is fulfilled and providing assistance at any stage of the guest journey.

B2B Partner Coordination

• Foster strong relationships with B2B partners within the reservations context to streamline processes and ensure efficient collaboration.
• Work closely with partners to facilitate smooth booking procedures and address any reservations-related inquiries promptly.
• Make it easy for your partners
• Manage requests promptly, meeting and maintaining appropriate service level agreements (SLAs).

Reservations and Coordination* Manage bookings for hotel rooms and various experiences through the reservation system.

• Coordinate with internal departments and external service providers to ensure seamless service delivery.
• Process payments and handle credit card transactions accurately and securely.

Supplier Relationship Management* Cultivate and maintain effective relationships with suppliers within the reservations framework to enhance the overall guest experience.

• Collaborate with suppliers to optimize reservation processes, ensuring a seamless flow from booking to fulfillment.
• Actively engage with suppliers to address any operational challenges and enhance the quality of services provided to our guests.

Cross-Functional Collaboration* Work collaboratively across departments to integrate reservations seamlessly into the overall guest experience strategy.

• Coordinate efforts with B2B partners and suppliers to align goals and enhance the overall quality of services provided.

CRM and Multiple Booking System Management* Ensure all guest details are accurately updated in the appropriate CRM and Booking systems, such as Travelbox and Client POS.

Complaint Handling and Resolution* Handle all guest complaints across the assigned brand and/or client, aiming for timely and satisfactory resolutions.

• Collaborate with Miral Destinations and Miral Experiences department to support functions to address complaints effectively.
• Escalate complaints and feedback as needed to minimize reputational, financial, operational, and legal risks.
• Assist in determining the root cause of complaints, collaborating with relevant departments to conduct thorough investigations.

Documentation and Reporting* Record all guest complaints and feedback securely, whether negative or positive.

• Contribute to the achievement of performance targets, including Yas Concierge and individual KPIs (Sales, Guest Satisfaction, and Quality Scores).

Team Collaboration* Support a positive team and working environment by assisting colleagues and actively participating in constructive team meetings

Adaptability and Additional Duties* Undertake duties of a general nature and additional tasks as directed by management, showcasing adaptability and a commitment to team success.

Essential

• Bachelor’s degree or equivalent and/or certification in Tourism, Hospitality Management and Sales.
• Candidates should have a background in hospitality, tourism, travel such as tour operators with the ability to thrive in a fast-paced environment; or
• Experiences roles that provide transferrable skills with the ability to thrive in a fast-paced environment.
• Met and exceeded performance metrics as Concierge Agent
• Ability to establish and maintain rapport with guests.
• Proficient computer and system skills.
• Exceptional interpersonal, verbal, and written communication skills, with the ability to convert inquiries into sales
• Outstanding empathy, problem-solving abilities, decision-making skills, and the capacity to comprehend and explain technical information.
• Proven track record of achieving individual and team targets.
• Fluency in English.

Desirable

• Degree or certification in Tourism, Hospitality Management and Sales.
• Hotel reservations experience, DMC, Travel Agent or Tour Operator
• Demonstrated confidence and enthusiasm in previous roles.
• Strong attention to detail and accuracy in tasks.
• Previous experience in sales.
• Skillful in overcoming objections and handling challenging conversations.
• Ability to work both independently and collaboratively within a team
• Adaptability to thrive in a constantly evolving environment
• Strong organizational and prioritization skills
• Fluent in languages (Arabic, Russian, German, Mandarin) are a plus.