Reservation Agent - LEGOLAND Hotel

Scope of work (JOB PURPOSE)The Reservation Agent ensures the smooth and efficient reservation process and provides service excellence to all enquiries over the phone and by email.Main ResponsibilitiesWork accurately according to reservation procedures, resulting in excellent inventory management, statistics and minimal no shows & denials.Apply the day to day function of the hotel reservations and call centre.Maintain consistent telephone standards incl for cluster services between Parks and Hotel.Be pro-active in ensuring enquiries are attended to promptly and in a professional manner, ensuring optimum conversion.Promote the company vision and values when dealing with both internal & external customers.Build excellent internal and external customer relationships by delivering a professional and dedicated service.Assist with departmental risk assessments and ensure they are carried out, that safe working procedures are in place for all work activities and that all employees are aware of Group Health & Safety policy and their obligations under it.Business Impact / Results:Assist with the optimization of hotel rooms revenue through service excellence.To proactively support in achieving targets set for hotel bedroom sales.Follow the pricing strategies for the hotel to optimise yield opportunities through upsell product and services.Take a responsible approach towards time keeping and attendance within the work place to ensure department runs effectively at all times.Actively support meeting the hotel rooms related KPI targets.Remain approachable and reflect the fun and friendly company culture.Creativity:Execute the up-selling strategy to deliver extra rooms revenueCommunication:Communicate well in the with the departments without gap, maximising sales opportunities and minimising denials, no shows with supervision and assistance from the Supervisor and Revenue Manager.Applied Knowledge and Specialist Skills:Reservations & group reservations experienceKnowledge of Opera preferredManaging Resources:PCI Compliance and Data protectionCorrespondence management, filing and reviewingIT systemsPM accounts, City Ledger.Complexity and Problem Solving:Managing over-sell of room types without impact to guest experienceResolving overbooked/book out situations including re-housing of guests/groupsRate discrepancies with package bookings, group bookings and negotiated accountsCustomer feedback and complaint resolutionHealth & SafetyTo take reasonable care for the health and safety of himself and of other persons who may be affected through your work activities.To cooperate with and support the LEGOLAND Dubai Management to allow the business to fulfill its legal responsibilities through:Following reasonable instruction related to health & safety.Reporting dangerous situations or deficiencies in health & safety arrangements.To only use work equipment in accordance with training.To not interfere or misuse anything provided for the purposes for health & safety.Qualifications, Experience, & Skills2 – 4 years of successful experience in a similar position within a comparable hotel/resort.Proven track record of leading teams focused on driving a measurable increase in hotel bookings