Overview
Reservations & Service Center Agent Jobs in Abu Dhabi at Rosewood Abu Dhabi
Title: Reservations & Service Center Agent
Company: Rosewood Abu Dhabi
Location: Abu Dhabi
OVERVIEW/BASIC FUNCTION:
Provide prompt, courteous and efficient handling of all requests coming to Service Center and Rooms Reservations in accordance with Rosewood Abu Dhabi hotel standard operating procedures.
RESPONSIBILITIES:
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All hotel facilities/services, hours of operation.
All guest room layouts, bed types, decor, appointments and locations.
Room availability for any given day.
Restricted dates, rates and room types.
All room rates, packages and promotions.
Specific arrangements between hotel and travel agencies, corporate reservations center.
Entertainment/special events scheduled in the hotel.
Access all functions of the computer system.
Set up work station with necessary supplies and resource materials.
Answer telephone calls within 3 rings, using correct salutations and telephone etiquette.
Process all reservation requests, changes and cancellations received by phone, fax, telex, mail, internally and through corporate reservations center or travel agencies.
Ascertain callers’ needs through open-ended questions.
Describe room accommodations and all amenities.
Obtain all designated information to book a reservation.
Accommodate special requests and designate such in system.
Access guest history records to best service guests; maintain accurate information in guest history files.
