Cluster Reservations Agent

Company Description Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe. Our properties are located from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

About Fairmont Hotel Dubai

A unique blend of contemporary design and urban chic, Fairmont Dubai is an icon in the business heart of the city. Fairmont Dubai brings together luxurious surroundings and modern amenities with renowned Fairmont service.

At Fairmont, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

We invite you to join the world of luxury hospitality at Fairmont Dubai as our new Cluster Reservations Agent. At Fairmont Hotel Dubai, all Guest service has the potential to create a lasting memory when it is delivered with warmth and sincerity. Be an ambassador for our brand as a Reservations Agent, where the engaging and anticipative service you provide over the telephone will make our guests feel valued and reflect the exceptional hotel experience to come. Every day brings new challenges, new experiences and a chance to work with the best in the industry. Our Guests recognize and appreciate the personal level of service they receive when making reservations with the Cluster Reservation Team.

Key Responsibilities:

Reporting to the Manager, Cluster Reservations, responsibilities and essential job functions include but are not limited to the following:

• Understand the key principles of FRHI Pricing Strategies and Revenue Management
• Handling reservation management including managing blocks, chasing rooming list from Sales team & clients, inventory management for groups, ensuring accurate billing instructions and managing group rates codes.
• To have a general understanding of Groups Management - including cut off dates, blocking and booking policies and procedures
• 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 Cluster Reservation Manager.
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities whenever required.
• Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Ensure reservations meet the property 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.
• Be involved in all property PMS Conversions
• Be fully conversant with all market segments and rate plans used across all distribution channels and to be flexible in sales technique through offering the right product to the right customer at the right time.
• Support the Cluster Reservation Manager with ad-hoc projects as required
• Follow department policies, procedures and service standards

Qualifications

• Highly responsible & reliable
• Ability to work cohesively as part of a team
• Previous Reservations experience required
• Computer literate in Microsoft Window applications required
• Previous Opera Property Manager System experience required
• Luxury hotel sales experience, having had varied market mix experience
• Proficient in English language (Verbal and written), second language is an asset
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Must be able to handle multitude of tasks in an intense, ever ch