Reservation Agent

About The Meydan Hotel

Located at the iconic Meydan Racecourse in Dubai, The Meydan Hotel combines contemporary luxury with dynamic energy. Guests enjoy exquisite dining, spacious accommodations with panoramic views, and exceptional service that caters to leisure travelers, business visitors, and race enthusiasts alike. Our commitment is to provide personalized and heartfelt hospitality that surpasses guest expectations.

Job Overview

This role involves professionally managing guest booking inquiries by providing accurate room information, confirming reservations, and meticulously recording all details. The Reservation Agent will ensure high guest satisfaction through clear communication and exemplary service standards.

Key Duties and Responsibilities

• Maintain thorough knowledge of hotel facilities, services, and operational procedures.
• Act as a dependable and proactive resource offering guests information, help, and support.
• Ensure prompt communication and feedback within the department to facilitate smooth operations.
• Identify and anticipate guest requirements to deliver personalized service beyond expectations.
• Manage incoming calls and guest inquiries adhering to established reservation protocols.
• Follow recommended call flow standards and aim to meet target LQA scores.
• Provide clear, accurate details about hotel offerings including operating hours, room availability, rates, promotions, packages, entertainment, dining, and special events.
• Utilize effective sales techniques during reservations by personalizing interactions, clarifying needs, suggesting alternative dates, or recommending affiliated properties when necessary.
• Employ open-ended questions to fully understand and record guest reservation needs.
• Correctly identify and code repeat and loyal guests in the system.
• Comply with departmental policies, service standards, and quality benchmarks.
• Promptly address and resolve guest concerns or complaints to ensure satisfaction.
• Verify reservation details with guests prior to finalizing bookings.
• Accurately log special requests and accommodate them efficiently.
• Advise guests on the most appropriate room type while optimizing revenue.
• Clearly explain policies related to guarantees, payments, and cancellations.
• Describe room categories, features, and benefits to help guests make informed choices.
• Enter all reservation data accurately and promptly into the OPERA property management system.
• Issue confirmation or cancellation numbers clearly and offer emailed copies upon request.
• Send reservation confirmation letters within 24 hours to uphold service standards.
• Coordinate with relevant departments to assist guests with visa applications as needed.
• Collaborate with Concierge for airport transfers and with Restaurant Reservations for dining arrangements.
• Promote and up-sell hotel outlets and facilities whenever possible.
• Notify Housekeeping and Front Office about same-day reservations, room changes, amendments, or cancellations.
• Inform relevant teams of VIP bookings to ensure exceptional preparation and service.
• Adhere to scheduled roster and punctuality requirements.
• Assist in staff discipline implementation and adherence to the hotel’s code of conduct.
• Participate in scheduled training sessions and company-initiated employee activities.
• Ensure staff awareness of lost and found procedures at all times.
• Maintain full knowledge of emergency response protocols and ensure team awareness.
• Support guest relations efforts to enhance the overall guest experience directly or indirectly.
• Care for and maintain equipment in the assigned area diligently.
• Maintain high standards of personal grooming and hygiene as per hotel policy.
• Follow the hotel’s environmental policies and comply with rules and guidelines.
• Observe attendance and timekeeping protocols strictly.
• Perform any other duties assigned by management.

Qualifications and Skills

• Diploma or degree in hospitality or related field.
• Open to beginners with on-the-job training provided.
• Familiarity with reservation and distribution systems.
• Knowledge of the hospitality industry and standards.
• Preferably 1-2 years of experience in customer service, front desk, or telephone operations.
• Experienced with OPERA v5 or OPERA Cloud property management systems.
• Proficient in Microsoft Office and Outlook applications.
• Excellent verbal and written communication capabilities.
• Strong listening skills and ability to communicate clearly and amicably.
• Problem-solving aptitude and ability to manage issues effectively.
• Highly organized, disciplined, dedicated, loyal, friendly, and approachable.
• Ability to work efficiently under pressure to meet deadlines.
• Fluency in English with superior telephone etiquette.
• Willingness to take ownership of personal performance.

Additional Information

Our rapidly growing company is committed to investing in our team, fostering a culture of openness, innovation, inclusion, and inspiration. Join us to help create memorable guest experiences that delight beyond expectations and contribute to an environment where amazing experiences and everlasting memories are the norm.