Role in Reservations (VAJ)

About This Role

Job Description ABOUT THE COMPANY

Emaar Hospitality Group, a premier global provider of enriching, personal and memorable lifestyle experiences. As an innovative, agile and influential leader in hospitality, Emaar Hospitality Group is a wholly-owned subsidiary of Emaar Properties PJSC, the developer of elegantly designed and exceptionally built property, malls and hospitality projects across the world.

Created in 2007, Emaar Hospitality Group owns and manages a portfolio of hospitality assets and brands including Address Hotels + Resorts, Vida Hotels and Resorts, in addition to serviced residences, leisure clubs, and a comprehensive portfolio of restaurants and spas. The group plans to introduce its brands in key gateway cities and destinations in Europe, India, China, Middle East and North Africa. Emaar Hospitality Group is also the Official Hotel and Hospitality Partner of Expo 2020 Dubai.

About The Function To handle all Room Reservations inquiries pertaining to rates/packages/promotions through the telephone, fax, email & internet in a timely manner and as per the set standards in line with the department mission of maximisation of customer satisfaction and revenue generation for the department and company.

What You Will Need To Succeed

• Minimum 1 year experience working in Rooms Reservations preferably with call centre experience
• Minimum of a high school diploma is required / College degree in Hotel Management or a related field is preferred
• Certificate in Telephone Skills and Customer Service will be an advantage
• Excellent skills in Sales and Administration
• Good knowledge of computer and business English
• Operational Performance – Ability to handle the tasks assigned, speed of execution, level of details and understanding of guest requirements.
• Financial Performance – Knowledge about financial goals and targets, achievement of individual and team targets.
• Quality Performance – Knowledge on systems, products, new offers and packages. Assessment of individual and team on the Quality KPI’s such as adherence to reservations telephone script, email etiquette, and other tools used to measure quality results.

COMPETENCIES

• Put Customer First
• Drive for Results
• Learning
• Resilience
• Adaptability

What We Believe In At Emaar, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.

Customer Focus Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.

Ownership Mindset No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.

Fast Paced Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.

Talent and Tenacity Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.

Adaptability We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.

Responsibilities

• Operational Performance – Ability to handle the tasks assigned, speed of execution, level of details and understanding of guest requirements.
• Financial Performance – Knowledge about financial goals and targets, achievement of individual and team targets.
• Quality Performance – Knowledge on systems, products, new offers and packages. Assessment of individual and team on the Quality KPI’s such as adherence to reservations telephone script, email etiquette, and other tools used to measure quality results.

Qualifications

• Minimum 1 year experience working in Rooms Reservations preferably with call centre experience
• Minimum of a high school diploma is required / College degree in Hotel Management or a related field is preferred
• Certificate in Telephone Skills and Customer Service will be an advantage
• Excellent skills in Sales and Administration
• Good knowledge of computer and business English