Reservations Agent


124 days ago

Posting Date Jan 15, 2019
Job Number 190004W3
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..


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



· 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

· 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

· 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

· Support the Reservations
Manager and/or Revenue Management leader with special projects as required


· 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


· 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

· 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

· Handle guest complaints with patience and understanding


· Attend daily Revenue meeting
as required

· Attend daily Sales /Events
meeting as required

· Attend and participate in the
monthly Revenue/Reservations Meeting


· Support Reservations Manager
with the training of new, existing and cross-training employees


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

· 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;


Bachelor degree required.


Ability to sitting most of shift

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.