RWABU - Reservations & Service Center Agent - UAE National

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OVERVIEW/BASIC FUNCTION:

Provide prompt, courteous and efficient handling of all requests coming to Service Center and Rooms Reservations.

Reservations and Service Center Agent provides prompt, courteous and efficient services, in accordance with Rosewood Abu Dhabi hotel standard operating procedures.

RESPONSIBILITIES:

General Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• 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.

• Set up work station with necessary supplies and resource materials.

• Access all functions of the computer system.

Reservations

• Handle accommodation inquiries following Rosewood Brand's Standards, Forbes and LQA guidelines.

• 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.

• Control and manage room inventory following guidelines, advised by Revenue Team.

• Maximize rate for all reservations.

• Promote and sell holiday and other packages to callers requesting reservations on designated dates.

• Assist callers with dining room reservations and amenity orders.

• Verify availability.  Suggest alternate dates for sold-out dates.

• Explain guarantee and cancellation policies to callers; assign confirmation/cancellation numbers and relay such to caller.

• Relay accurate information on transportation arrangements from airport to hotel; input and document such requests.

• Set up proper billing accounts (i.e., share withs, room/tax/incidentals, tax exempt, direct/special billing) and process advance deposits.

• Verify all reservation information with caller to ensure accuracy.

• Input correct information into proper fields to inform other departments of pertinent information (i.e., flags, comments, guest message).

• Document all information for manual reservations on designated form.

• Input all manual reservations into the system.

• Obtain approval from Front Desk management for same day reservations on near sell-out dates.

• Process confirmation letters.

• Designate and apply appropriate travel agency commissions.

• Initiate deposit refunds for non-group reservations.

• Refer requests for initial booking of group rooms, banquet or convention requests to the Sales Department.

• Create individual files and group masters with designated information for each group booking received from the Sales Department.  Update changes received from Sales.

• Coordinate with Finance and Front Office to proceed Virtual Credit Card and bank transfer payments.

• Coordinate with Sales and Marketing department to ensure that FIT and Group reservations are made correctly according to the agreement made between sales team and business partners.

• Communicate to concerned departments on the reservation details and special preferences, especially ones that require advance preparations.

• Understand and apply Revenue Management concepts to every Reservations task to ensure that the hotel's revenue is optimized, and highest profitability is achieved.

• Set up group room blocks in the system.  Book group reservations against the room block.

• Input group rooming lists.

• Monitor group cut-off dates and review with Sales or group contact.

• Review group resumes and convey all pertinent information in the system to appropriate personnel.

• Monitor and maintain wait lists daily.

• Process requests for mailing brochures, correspondence and package information.

• Compile and maintain information for daily/weekly/monthly reports.

• Review status of assignments and any follow-up action with on-coming Agent.

• Maintain complete knowledge of:

1. All hotel facilities/services, hours of operation.
2. All guest room layouts, bed types, decor, appointments and locations.
3. Room availability for any given day.
4. Restricted dates, rates and room types.
5. All room rates, packages and promotions.
6. Specific arrangements between hotel and travel agencies, corporate reservations center.
7. Entertainment/special events scheduled in the hotel.

Service Center

• Answer all incoming calls, including internal and external, in accordance to Rosewood Brand’s Standards, Forbes and LQA telephone etiquette.

• Direct call to guest rooms, associates or departments through the BCT switchboard.

• Log all wake-up call requests and perform wake-up call services.

• Receive guest messages and deliver the same to the guest.

• Provide information about hotel services to callers including in-house guests, potential customers and business partners.

• Understand and be aware of the actions required in case of emergency.

• Assist in reporting telephone equipment or service complaints and problems.

• Monitor busy lines; check back with caller on hold to update status and offer to take a message.

• Monitor unanswered lines; return to caller after rings to update status and offer to take a message.

• Understand Telephone Billing System. Keep records of calls placed and received by all departments and report the call charges.

• Take in-house guests' requests that are made through phone calls and coordinate with the concerned department to deliver the required services, using Knowcross system.

• Manage Restaurant booking and inquiries comes from email and phone, communicate to respective restaurant/outlet if any special request from guest.

• Manage CID operations and ensure all arrivals and departures of the day are handled accordingly.

• Monitor, response or forward all emails in generic Abu Dhabi and Dining account in proper and timely manner.

• Conduct departure call on a daily basis to obtain guest stay experience and departure time. 

• Maintain complete knowledge of:

1. scheduled event/daily activities
2. in-house groups
3. hotel extension numbers
4. MiCollab extension carried by hotel personnel
5. All special requests (DND, screen calls, NRG, etc.)
6. hours of operation of each outlet
7. features and services provided by the hotel

• Accommodate all telephone, email, WhatsApp requests in a congenial manner within 10 minutes of request.

• Route callers to requested guest or hotel personnel/department.

• Take, record and relay messages accurately, completely and legibly.   Activate/deactivate guestroom messages light accordingly; distribute hotel personnel/department messages to designated location.

• Accept and process all guest requests for:

1. Screening calls
2. Do not disturb
3. Call transfer/forwarding
4. Conference calls
5. Non-registered guest

• Access system for long distance carrier's foreign language operator.

• Assist callers with local and overseas calls.

• Monitor telephone system problems and raise F11.

• Document all guest complaints or problems; notify designated department/ personnel for resolving the situation.

• Follow up to ensure completion and guest satisfaction.

• All other duties as required.