Reservations Agent

Marriott
Dubai

17 days ago

Posting Date Apr 02, 2019
Job Number 19000YEG
Job Category Reservations
Location Sheraton Grand Hotel, Dubai, Dubai, 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 weve
got on property and off. When guests stay with us, its not just a room with
a bed that theyre buying. Its an experience. Were 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
Dubais 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 Hotels 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 hotels 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.