Reservation Executive - UAE National
Skills
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.
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