Reservations Agent

Marriott International, Inc
Dubai

3 days ago

Posting Date Apr 02, 2019
Job Number 19000YEG
Job Category Reservations
Location Sheraton Grand Hotel, Dubai, 3 Sheikh Zayed Road, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Sheraton Grand Hotel, Dubai, United Arab Emirates.

Located at the forefront of Dubai’s most prominent thoroughfare, the Sheraton Grand Hotel seamlessly connects to the heart of the booming business district. Our hotel is just across from the Dubai World Trade Centre and within walking distance of the Dubai Convention Centre. A short drive will take you to DIFC, Dubai Mall, or downtown, and Dubai International Airport (DXB) is 10 kilometers away. Standing 53 stories tall, the hotel comprises 474 guest rooms and suites, as well as 180 one- to three-bedroom serviced apartments. All accommodations span at least 36 square. Our expansive conference center boasts meeting rooms with natural illumination and state-of-the-art audiovisual technology. The Sheraton Grand Hotel also offers a Sheraton Club Lounge that has extensive services and exciting 31st-floor views..


POSITION PURPOSE

Handle customer inquiries pertaining to room and restaurant reservations, with a focus on revenue maximization and quality.

ESSENTIAL FUNCTIONS

PERFORMANCE
  • Understand the key principles of Marriott Pricing Strategies and Revenue Management
  • Retail, Corporate, Leisure, Group, Other
  • Rate Restrictions, hurdles and availabilities
  • Understand the key principles of the Sales Programs SPG, Global Preference, SET Preferred, LRA vs NLRAm TMC program, Wholesale Program, StarChoice
  • Maximize rooms revenue through the conversion of telephone calls into sales
  • Utilize effective upselling techniques
  • Understand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotel
  • Be fluent on all hotel products and services
  • Handle faxes and emails pertaining to room and restaurant reservations
  • Be fully conversant with all market segments and rate plans used across all distribution channels
  • Be flexible in sales technique through offering the right product to the right customer at the right time
  • Review the IPS Res Booked Report daily, as well as arrival reports for the short term, to ensure guest satisfaction and reservation accuracy
  • Handle customer queries and complaints relating to room and restaurant Reservations
  • Actively enroll and/or identify Loyalty Members to develop brand loyalty
  • Co-host dinners/special events with the Sales Team and be involved in client entertainment as required
  • Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companies
  • Support the Reservations Manager and/or Revenue Management leader with special projects as required

IMPLEMENTATION AND STANDARDS
  • Responsible for effective implementation and compliance with the Core Reservation Standards
  • Achieve targeted goals in the LRA Hotel Mystery Shopping calls
  • Maintain accuracy and cleanliness of the PMS Database
  • Ensure market segmentation is accurate for each reservation
  • Merge profiles as necessary
  • Create hierarchies/relationships between Corporate Accounts
  • Ensure reservations meet the property and IPS standards in terms of accuracy of data and guest satisfaction
  • Complete understanding and effective execution of current and new RM tools. Includes Opera PMS/S&C or Fidelio PMS/Delphi, IPS, PRSNet
  • Be involved in all property PMS Conversions
  • Ensure accurate and timely entry of rate plans
  • Complete understand and effective use of the Hotel’s telephone system
  • Understand Parity / Best Rate Guarantee compliance
  • Maintain the Reservation correspondence
COMMUNICATION
  • Liaise daily with the Reservations and or Revenue Management leader regarding business on the books and the strategy for the day
  • Convey customer feedback to assist the Revenue Management and Sales Teams in pricing and sales strategies
  • Champion the PMS/IPS functionalities as they pertain to Reservation Sales, identifying and communication bugs/enhancements to the Reservations Manager
  • Share best practices with Reservations and or Revenue Management leader
  • Be eloquent and fluent in English, both verbally and in writing
  • Generate professional and accurate confirmations and other guest correspondence
  • Handle guest complaints with patience and understanding

KEY MEETINGS
  • Attend daily Revenue meeting as required
  • Attend daily Sales /Events meeting as required
  • Attend and participate in the monthly Revenue/Reservations Meeting

PEOPLE DEVELOPMENT
  • Support Reservations Manager with the training of new, existing and cross-training employees

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

We do expect that you do have the experiences/ behaviors below. You:
  • Totally embrace the philosophy of guest and customer service and owns the guests;
  • Identify yourself with the hotel’s brand and operating philosophy;
  • Possess a warm and friendly demeanor;
  • Strive to achieve satisfaction and delight of our customers;
  • Are detail oriented;
  • Thrive on pride of work and its product;
  • Play as a team to achieve common goals;
  • Have immaculate personal presentation e.g. grooming and conversational ability;
  • Demonstrate self-confidence, energy and enthusiasm;
  • Have a strong ability to learn skills, retain and demonstrate learning;
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.