وظائف

    Cluster Reservation Royal Services Agent - Al-Ghuwayriyah, دولة قطر - Raffles Bali

    Raffles Bali
    Raffles Bali Al-Ghuwayriyah, دولة قطر

    منذ أسبوع

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    وصف
    Company Description#BeLimitless We are farmore than a worldwide leader. We welcome you as you are and you canfind a job and brand that matches your personality.

    We support youto grow and learn every day, making sure that work brings purposeto your life, so that during your journey with us, you can continueto explore Accor s limitless possibilities.

    By joining an Accorbrand, every chapter of your story is yours to write and togetherwe can imagine tomorrow's hospitality.

    Do what you love;care for the world; dare to challenge the status quo #BELIMITLESSJob DescriptionScope and Objectives Reporting to the ClusterReservations and Royal Services Supervisor, the ClusterReservations and Royal Services Agent is responsible to handleinquiries through phone, fax or email inquiries pertaining to roomreservations with a focus on revenue maximization and quality forRaffles Doha & Fairmont Doha.

    The agent at all times meetsand exceeds performance standards while maintaining exceptionalservice level for guest satisfaction and maximize potential hotelrevenue by applying the Raffles & Fairmont Standards.

    Essential Responsibilities and Duties

    • Understand the keyprinciples of Accor Pricing Strategies and RevenueManagement
    • Maximize rooms revenue through the conversionof telephone calls into sales
    • Consistently offerprofessional, friendly and engaging service to our external guestswho call hotel main line
    • Answer hotel s main telephonenumber and handle with Raffles and Fairmont standards
    • Processing dining reservations
    • Manage RestaurantReservations System
    • Utilize effective upsellingtechniques for rooms and dining leads
    • Understand and takereservations to support the revenue management strategies employedby the Revenue Management leader in the hotel
    • Be fluentin hotel s products and services
    • Handling calls, faxesand emails pertaining to rooms and dining reservations
    • Befully conversant with all market segments and rate plans usedacross all distribution channels
    • Handle guest queries andcomplaints relating to Rooms & DiningReservations
    • Identify sales opportunities throughindividuals, Corporate Accounts, Wholesalers and Travel Managementcompanies
    • Promote the Raffles and Fairmont s products andservices and ensure full knowledge of all facilities, services andhours of operations in order to respond confidently and effectivelyto inquiries and guest s needs.
    • Determine guest s needsand offer the appropriate room, restaurant and charges as per guests requirements.
    • Respond to enquiries about hotel productsand services over the telephone, fax, email etc.
    • Ensurefull awareness of loyalty programs and full knowledge of specialrates / offers / promotions
    • Record and process allreservation inquiries made by phone, fax or email efficiently,accurately and convert to sale whenever possible to meet hoteltargets
    • Arrange accommodation, visas, dining and activityrequirements for leisure, corporate and wholesaler, and groupGuests
    • Close all deals possible to maximizerevenue.
    • Process amendments to roomreservations.
    • Ensure direct input in the OPERA system andensure that bookings are made with the most accurate information toexceed Guest s expectations
    • Achieve targeted goals inHotel Mystery Shopping calls
    • Maintain accuracy andcleanliness of the PMS Database
    • Ensure marketsegmentation is accurate for each reservation
    • Ensurereservations meet the property standards in terms of accuracy ofdata and guest satisfaction
    • Complete understanding andeffective execution of current and new RM tools. Includes OperaPMS.
    • Be involved in all property PMSconversions
    • Complete understanding and effective use ofthe Hotel s telephone system
    • Cooperate, coordinate andcommunicate with all the necessary departments to ensure highestlevel of guest service and revenue is achieved.
    • Maintaina clean and safe work environment. Report any damage or loss tohotel property.
    • Maintain good working relations withother departments, particularly Front Office and keeps closecontact with regular guests, ensuring their needs are identified,and relayed to concerned departments for servicedelivery.
    • To understand and strictly adhere to the Rules& Regulations established in regards to the hotel policy onFire, Hygiene, and Health & Safety.
    • Streamlinethe process the maintain the same service level in the twohotels
    • Performs any other duties as assigned to him/herby management. Key Roles & Responsibilities
    • Takeon tasks in addition of the ones stated, with a positive can domindset
    • Be a brand ambassador at all times, ensure brandintegrity and clarity are maintained
    • Model the company sculture, vision, mission and core values at all times
    • Maintain positive relationships with all guests, vendors,colleagues and GSO network
    • At all times, representRaffles Doha and Fairmont Doha in a professional, courteous andefficient manner To be fully conversant with:
    • Hotel fireprocedures
    • Hotel security procedures
    • HotelHealth and Safety policy and procedures
    • Hotel facilitiesand attractions
    • Hotel standards of operation anddepartmental procedures
    • Accor Grooming of Luxury andAppearance guidelines
    • Accor values and its correspondingstrategies
    • Opera PMS
    • Microsoft OfficePrograms
    • Fluency in English, second language is anasset
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