Reservations Agent

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\"Our leaders have always encouraged us to try new approaches and learn by experimentation. The biggest learning through this was that persistence and calculated risks, pay off.\"

Hyatt Centric Jumeirah Dubai is a lifestyle hotel designed for modern travelers seeking authentic local experiences. Located in the heart of Dubai, we are dedicated to delivering memorable guest experiences through exceptional service, innovation, and genuine hospitality.

Summary

As a Reservations Agent, you will be responsible for handling room reservations, maximizing room revenue, and ensuring a seamless booking experience for guests. You will serve as an important point of contact for guests, travel partners, and internal departments while maintaining Hyatt's service standards and revenue objectives.

Key Responsibilities

• Deliver the Hyatt brand promise and provide exceptional guest service at all times, ensuring a seamless and personalized reservation experience.
• Handle reservation inquiries, bookings, amendments, and cancellations through phone, email, and online channels in a professional and efficient manner.
• Maintain comprehensive knowledge of hotel facilities, room categories, services, packages, promotions, and local attractions to effectively assist guests and maximize revenue opportunities.
• Respond to guest and internal customer inquiries, requests, and complaints courteously, ensuring prompt follow-up and satisfactory resolution.
• Ensure guest profiles, guest history records, preferences, and repeat guest information are accurately maintained within the system.
• Coordinate special requests and arrangements with relevant departments to enhance the guest experience before arrival.
• Maximize room revenue through effective upselling, cross-selling, and accurate management of room inventory while supporting departmental revenue goals.
• Monitor room availability and ensure reservations are accurately entered and updated in the Property Management System.
• Answer hotel telephone calls courteously and efficiently in accordance with Hyatt Centric standards.
• Maintain positive working relationships with guests, colleagues, and other hotel departments while embracing Hyatt's \"We work through Teams\" philosophy.
• Ensure Hyatt brand standards, operational procedures, and guest service initiatives are consistently implemented.
• Possess up-to-date knowledge of the local destination, tourism offerings, and hotel services to provide accurate information to guests.
• Comply with all hotel, company, and local policies relating to financial procedures, record keeping, data accuracy, and money handling where applicable.
• Attend training sessions and meetings as required, continuously developing product knowledge and service skills.
• Adhere to all hotel policies and procedures relating to fire, health and safety, hygiene, security, and computer systems.
• Demonstrate Hyatt's values, culture, integrity, and professionalism, while maintaining flexibility to support operational and guest service needs as required.

Qualifications

• Diploma or Degree in Hospitality Management, Business Administration, Marketing, or a related field preferred.
• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role.
• Experience with Opera PMS or similar hotel reservation systems is preferred.
• Excellent communication and customer service skills.
• Strong attention to detail and organizational abilities.
• Ability to multitask and work effectively in a fast-paced environment.
• Good knowledge of Microsoft Office applications.
• Fluency in English is required; additional language skills are an advantage.

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