Reservation Sales Agent

Roles and responsibilitiesPrevious experience of 1-2years of Sales experience as a Reservations Sales Agent in a LuxuryHotel environment in the UAE.Computerliteracy, with a mastery of Word, Excel, and Outlook, whilepossessing an exceptional knowledge of Hotel PMS, specificallyOpera.A Welcoming and Enthusiastic Energy thatsets the tone for a Sensational GuestExperience.Strong business acumen andanalytical skills, with the ability to drive revenue and managecosts effectively.A Proactive Nature, coupledwith a meticulous Eye for Detail, ensuring every aspect of theOperation is curated to perfection.Excellentcommunication and interpersonal skills, leveraging strong verbaland written skills to engage effectively with guests, FIVE TribeMembers, and stakeholders.Finds creativesolutions and take ownership of all duties and tasks assigned,while ensuring an unparalleled Journey atFIVE.Skills in Improving Customer Satisfactionand Driving Profitability, showcasing a commitment toIndustry-LeadingStandards.'FIVE-Styled'Visionary thinking by finding creative solutions, while takingOwnership for all duties and tasksassigned.Impeccable communication skills, bothverbal and written, with fluency in English.
Additional languagesare a plus.A hands-on attitude, fuelled by a'Can-Do!' Spirit.KeyResponsibilitiesActs as the Initial Touch Point forGuests, promptly and professionally handling inbound calls andonline chat inquiries with 'FIVE-Styled'Flair.Effectively showcases FIVE'ssensational offerings to Convert inquiries into ContractedBusiness.Utilises exceptional CommunicationSkills to negotiate and present 'FIVE-Star'rates.Promptly answers telephone calls,greeting callers with an energetic, friendly, and courteous tone,reflecting the Award-Winning 'Vibe atFIVE.'Exhibits unmatched Enthusiasmin responding to Sales Inquiries, resulting in successful LeadGeneration and elevating FIVE's brand image to NewHeights.Effortlessly handles all Guests withthe utmost professionalism, ensuring flawless ReservationExperiences that align with the Guest's everyexpectation.Provides Prompt and Efficientservice, maintaining the unparalleled Luxury Allure that definesFIVE.Participates actively in weekly andmonthly Department Meetings, contributing to our buzzing anddynamic 'Vibe atFIVE.'Demonstrates adherence toDepartment Standards (SOP) and achieves Targeted Results, such asquality calls, swift response times, efficient handling of callsand emails, precision, and adherence to FIVE's SafetyStandards.Responds to all Guest Queriesreceived through various channels (phone, email, direct connect,etc.) with speed and accuracy, staying true to FIVE'svisionary Standards of Service.Showcases anexceptional grasp of FIVE's state-of-the-art facilities andcaptivating promotions, deftly employing Up-Selling Techniques tocreate a First-in-Class experience that leaves Guestsdelighted.Responds to emergencies, Guestrequests and conducts diligent follow-ups to ensure a'FIVE-Star' experience forGuests.Remains composed and professionalduring Emergency Situations, managing calls with a calm andcourteous demeanor, and following EstablishedProcedures.Adheres to SOPs and ServiceStandards, executing duties with a Sensational Flair and ensuringadherence to Safety Policies.Collaborates withthe FIVE Tribe, embracing a culture of Continuous Improvement andShared Success.Executes Administrative Tasksin a timely manner, documents customer interactions and ensuresrecords are always updated.Safeguards utmostconfidentiality, Protecting Guest Information with care anddiscretion.
Desired candidate profile AReservations Sales Agent is responsible for managing customerinquiries and bookings for hotels, restaurants, or travel services.Here are the key skills and responsibilities associated with thisposition:
Customer ServiceSkillsCustomerInteraction:
Engaging with customers via phone,email, or online chat to assist with reservations andinquiries.IssueResolution:
Addressing and resolving customerconcerns or complaints promptly andprofessionally.SalesSkillsUpselling andCross-Selling:
Promoting additional services orupgrades to enhance the customer experience and increaserevenue.ProductKnowledge:
Maintaining in-depth knowledge of thecompany's offerings, including room types, rates, andpromotions.CommunicationSkillsClearCommunication:
Effectively conveying informationabout services, rates, and policies tocustomers.ListeningSkills:
Actively listening to customer needs andpreferences to provide tailoredrecommendations.SystemProficiencyReservationsSystems:
Using property management systems (PMS) orbooking software to manage reservationsaccurately.DataEntry:
Accurately entering customer information andreservation details into thesystem.OrganizationalSkillsBookingManagement:
Keeping track of reservations,cancellations, and modifications to ensure smoothoperations.TimeManagement:
Efficiently handling multiple inquiriesand tasks while maintaining high servicestandards.Attention toDetailAccuracy:
Ensuring all reservation details are correct, including dates, roomtypes, and specialrequests.PolicyAdherence:
Understanding and communicating companypolicies regarding cancellations, changes, anddeposits.TeamCollaborationInterdepartmentalCoordination:
Collaborating with other departments(e.g., front desk, housekeeping) to ensure seamlessservice.FeedbackLoop:
Providing feedback on customer trends andpreferences to help inform salesstrategies.MultitaskingAbilitySimultaneousTasks:
Managing multiple reservations and inquiriesat once without compromising servicequality.Prioritization:
Identifying and addressing urgent requests or high-priorityinquiriesfirst.AdaptabilityFlexibleApproach:
Adjusting to changes in demand,promotions, or company policiesquickly.Problem-Solving:
Developing creative solutions to meet customer needs and enhancetheir experience.SalesMetricsPerformanceTracking:
Monitoring sales performance and strivingto meet or exceedtargets.CustomerFeedback:
Collecting and analyzing customer feedbackto improve service and salestechniques.