Reservations Agent

About the role

The Ritz-Carlton Abu Dhabi, Grand Canal is looking for a Reservations Agent to handle all reservation requests, changes and cancellations received by phone, fax or mail. The role covers checking availability, explaining policies and following sales techniques to maximise revenue.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail.
• Identify guest needs, determine the appropriate room type and verify availability of room type and rate.
• Explain guarantee, special rate and cancellation policies to callers and accommodate and document special requests.
• Answer questions about property facilities, services and room accommodations.
• Follow sales techniques to maximise revenue and input and access data in the reservation system.
• Enter special reservation types such as complimentary rooms, employee discounts, travel agent inspection rates and wholesale reservations with the correct codes and rates.
• Follow proper escalation procedures for guest concerns and comply with quality assurance standards.
• Welcome guests according to company standards, assist individuals with disabilities and use clear, professional language and telephone etiquette.
• Follow company policies, keep proprietary information confidential and protect guest and coworker privacy and security.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• Able to move, lift, carry, push and pull objects weighing up to 10 pounds without assistance.