Job Description
Centro Sharjah Rotana is currently looking for dynamic, and self-motivated Guest Service Agent who want to move their careers forward. As a Reservation Agent you are responsible for handling incoming calls and inquires to the reservation department in a professional, efficient, and friendly manner.
Responsibilities of Guest Service Agent
- Answer the phone within 3 rings utilizing company approved standard of greeting, followed by reservations.
- Script in handling the Guest inquiry for hotel room reservation.
- Other inquiry about the facilities of the Hotel; handle other reservation inquiries via fax, email.
- Other channels as directed according to standard operating procedures.
- Process the reservations by entering the information accurately in the property management system.
- Follow up with reservation confirmations, modifications, cancellations and make the changes in the system as applicable.
- Make sure information is entered according to standard operating procedures and standards.
- Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities; special request; advance deposit.
- Complete daily call conversion sheets of their individual shift; compile reports as directed by the Manager or Supervisor of the department.
- Have full knowledge of hotel facilities, and promotions; take initiative to always keep up to date with any changes within in the Hotel that might affect reservation bookings.
- Participate and comply with any training and reservation programs, such as up-selling, cross selling other sister hotels to increase revenue for the Hotel and company
- Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment
- Comply with the hotel environmental, health and safety policies and procedures.
Requirements of Guest Service Agent
- Have a degree in hospitality.
- 1-2 years previous experiences in the Front Office Department within a hotel.
Skills and Knowledge Desired
- Excellent written and verbal English communication skills and knowledge in an additional language, along with strong interpersonal and problem solving abilities are essentials.
- Computer literate and previous experiences with Opera are an advantage.
- The ideal candidate will be customer driven and an extremely proactive.
- ‘Switched on personality with an outgoing, charismatic and approachable character.
- You will work well under pressure in a fast paced environment and be a great team player.
- Thrives in working with a multi-cultural team and guests alike, while
Possess following additional competencies:
- Understanding the Job
- Taking Responsibility
- Recognizing Differences
- Customer Focus
- Adaptability
- Teamwork
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