Cluster Reservation Agent

Over the past two decades, The First Group has forged a reputation as one of the hospitality industry’s leading innovators, providing groundbreaking investment opportunities to clients and partners, while delivering exceptional, memorable experiences to hotel and leisure guests. Our corporate ethos and unique vision for the future of hospitality is encapsulated in our fast-growing portfolio of award-winning hotels and residences, exciting F&B outlets and lifestyle venues, and delivered through our array of complementary third-party hotel and asset management services.

Core to our vision for the future of hospitality is The First Collection, our award-winning hotel brand that reflects the rich culture, innovative spirit, and unparalleled refinement for which Dubai is famous for. The First Collection’s urban lifestyle resorts, situated in prime locations across Dubai, are renowned for their unique blend of world-class hospitality and modern flair, as well as their cutting-edge guest facilities and services, which include exclusive access to the stunning Soluna Restaurants and Beach Club, located on the world-famous Palm Jumeirah.

Every hotel in our fast-growing portfolio reflects our ambition to capture the essence of urban living, blending it seamlessly with the tranquillity of a serene getaway. The First Collection echoes the city’s heartbeat, ensuring all our guests are made to feel a part of the magnificent tapestry of Dubai, the world’s most exciting metropolis.

Job Summary:

The Cluster Reservations Agent is responsible for handling reservations, inquiries, cancellations, reconversion and booking extensions in an attentive, courteous and efficient manner. Their responsibility also includes quoting available rates, upselling and cross-selling to maximize room revenue according to our Brand Standards. They are to work with the Sales Department in obtaining and effectively maintaining business.

Responsibilities:

• Answer all incoming calls promptly, in an attentive, courteous, efficient manner and maintaining excellent call audit scores.
• Answer guest inquiries about hotel services, facilities and hours of operation.
• Enter reservations into the computer according to standard operating procedures.
• Book room reservations while focusing on maximizing room revenue and average rate using standard rate quoting scenario at all times. Up sell rooms and cross –sell other amenities and facilities when possible.
• Reconversion of cancelled reservations.
• Communicate and work closely with the Sales Department and Front Office.
• Maintain accurate files and reports.
• Handle all special reservations, to include V.I.P. reservations, packages and discounts.
• Ensure that all e-mail correspondence is answered in a professional manner within the response time frame.
• Post no-show revenue daily, if required at property.
• Communicate rates and availability to wholesalers.
• Ensure proper Billing Instructions are updated on each booking to avoid any rebate or refunds.
• Ensure all guest requirements are properly noted on the booking and communicated with the departments involved
• Complete tasks on the daily reservations checklist
• Be fully aware of the Hotel’s promotions and offers
• Assist with processing travel agent commissions as requested.

Qualifications and Skills:

• Atleast 2 years of experience working with the reservations department in a 4/5*property.
• English Proficiency both written and verbal.
• Proficiency in other languages is a plus.
• Degree/Diploma in Training and Development or Hotel Management.
• Working knowledge of Opera PMS and Microsoft Office is essential.