Cluster Reservation & Royal Services Agent
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Full-timeJob Type: PermanentJob Schedule: Full-TimeCompany Description#BeLimitlessWe are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESSJob DescriptionScope and ObjectivesReporting to the Cluster Reservations and Royal Services Supervisor, the Cluster Reservations and Royal Services Agent is responsible to handle inquiries through phone, fax or email inquiries pertaining to room reservations with a focus on revenue maximization and quality for Raffles Doha & Fairmont Doha. The agent at all times meets and exceeds performance standards while maintaining exceptional service level for guest satisfaction and maximize potential hotel revenue by applying the Raffles & Fairmont Standards.Essential Responsibilities and DutiesUnderstand the key principles of Accor Pricing Strategies and Revenue ManagementMaximize rooms revenue through the conversion of telephone calls into salesConsistently offer professional, friendly and engaging service to our external guests who call hotel main lineAnswer hotel's main telephone number and handle with Raffles and Fairmont standardsUtilize effective upselling techniques for rooms and dining leadsUnderstand and take reservations to support the revenue management strategies employed by the Revenue Management leader in the hotelBe fluent in hotel's products and servicesHandling calls, faxes and emails pertaining to rooms and dining reservationsBe fully conversant with all market segments and rate plans used across all distribution channelsHandle guest queries and complaints relating to Rooms & Dining ReservationsIdentify sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management companiesPromote the Raffles' and Fairmont's products and services and ensure full knowledge of all facilities, services and hours of operations in order to respond confidently and effectively to inquiries and guest's needs.Determine guest's needs and offer the appropriate room, restaurant and charges as per guest's requirements.Respond to enquiries about hotel products and services over the telephone, fax, email etc.Ensure full awareness of loyalty programs and full knowledge of special rates / offers / promotionsRecord and process all reservation inquiries made by phone, fax or email efficiently, accurately and convert to sale whenever possible to meet hotel targetsArrange accommodation, visas, dining and activity requirements for leisure, corporate and wholesaler, and group GuestsClose all deals possible to maximize revenue.Process amendments to room reservations.Ensure direct input in the OPERA system and ensure that bookings are made with the most accurate information to exceed Guest's expectationsAchieve targeted goals in Hotel Mystery Shopping callsMaintain accuracy and cleanliness of the PMS DatabaseEnsure market segmentation is accurate for each reservationEnsure reservations meet the property standards in terms of accuracy of data and guest satisfactionComplete understanding and effective execution of current and new RM tools. Includes Opera PMS.Be involved in all property PMS conversionsComplete understanding and effective use of the Hotel's telephone systemCooperate, coordinate and communicate with all the necessary departments to ensure highest level of guest service and revenue is achieved.Maintain a clean and safe work environment. Report any damage or loss to hotel property.Maintain good working relations with other departments, particularly Front Office and keeps close contact with regular guests, ensuring their needs are identified, and relayed to concerned departments for service delivery.To understand and strictly adhere to the Rules & Regulations established in regards to the hotel policy on Fire, Hygiene, and Health & Safety.Streamline the process the maintain the same service level in the two hotelsPerforms any other duties as assigned to him/her by management.Take on tasks in addition of the ones stated, with a positive can do mindsetBe a "brand ambassador" at all times, ensure brand integrity and clarity are maintainedModel the company's culture, vision, mission and core values at all timesMaintain positive relationships with all guests, vendors, colleagues and GSO networkAt all times, represent Raffles Doha and Fairmont Doha in a professional, courteous and efficient mannerTo be fully conversant with:Hotel security proceduresHotel Health and Safety policy and proceduresHotel facilities and attractionsHotel standards of operation and departmental proceduresAccor Grooming of Luxury and Appearance guidelinesAccor values and its corresponding strategiesMicrosoft Office ProgramsFluency in English, second language is an assetConfidentialityWhist working for the company there will be access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policyEnsure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.Talent & CultureThe hotel reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.I commit to the above requirements of my position and will strive to demonstrate Our Values in my daily work and confirm I am able to perform the essential function of the role as identified.I hereby confirm having read the duties and agree to perform these duties as set out in the Job Description to the required standards.Additional InformationThe hotel reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.
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