Reservations Services Agent

Overview

About The Job

• Responsible for interacting with guests daily, assisting them with their room, spa and restaurant bookings.
• The Reservations Agent must be able to multitask effectively, while maintaining a high level of professionalism.
• As Reservations Services Agent, you will be responsible for the following duties:
• Answer hotel’s main telephone, HelloMO, and emails from external and internal stakeholders. Ensure to apply required departmental standards in LQE and Forbes.
• All interactions are to be warm and sincere, taking ownership of the requests received, by personally addressing the matter.
• Send proposals, pro-forma invoices, and confirmations letters to guests or third parties, e.g. Travel Agencies.
• Attend to all inquiries, complaints and requests received. Ensure all interactions are handled in the time frame set by the company.
• Follow sales techniques to maximize revenue. Process and confirm guest reservations made by clients for Rooms, F&B and Spa. Input all reservations into the respective systems, recording all relevant information.
• For room requests, verify availability of room type and rate. Explain guarantee, specific rate, and cancellation policies. Ensure special requests and guest preferences are documented within the reservation.
• As Reservations Services Agent, We Expect From You
• Ensure an excellent working relationship with all colleagues within the hotel.
• Leads by example in fostering positive colleague relations and demonstrating values.
• Effectively communicates with other departments.
• Utilizes all available on the job training tools for colleagues.
• Engaging, enthusiastic, passionate, organised
• Minimum of 1 year of experience working in Reservations Supervisor at 5-star hotel environment
• Previous experience working in the Middle East Region is an advantage
• Handle guest complaints accordingly and escalate disputes raised to relevant managers.
• Our commitment to you
• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.
• A competitive salary and benefits packages
• Transportation and Housing provided
• Relocation and Vacation Tickets
• We’re Fans.
• Are you?