Reservations Agent

Roles and responsibilities

1. Communication Skills

• Verbal Communication: Ability to communicate clearly and professionally over the phone or in person.
• Written Communication: Proficient in drafting emails, responding to inquiries, and documenting bookings.
• Active Listening: Understanding customer needs and responding appropriately.

2. Customer Service

• Problem-Solving: Addressing customer issues and finding effective solutions.
• Empathy: Understanding and responding to customer emotions and concerns.
• Patience: Remaining calm and courteous under pressure.

3. Technical Skills

• Reservation Systems Knowledge: Familiarity with software like Opera, Amadeus, Sabre, or other property management systems.
• Typing and Data Entry: Fast and accurate input of customer details.
• Email and CRM Tools: Proficiency in managing customer relationships through software.

4. Organizational Skills

• Time Management: Handling multiple reservations and tasks efficiently.
• Attention to Detail: Ensuring booking details are accurate to avoid errors.
• Multi-tasking: Managing simultaneous inquiries and processes effectively.

5. Sales and Upselling

• Sales Techniques: Convincing customers to choose services or packages.
• Upselling: Encouraging upgrades or add-ons to maximize revenue.
• Negotiation Skills: Handling price-related queries effectively.

6. Cultural and Language Awareness

• Cultural Sensitivity: Understanding diverse customer backgrounds.
• Language Skills: Multilingual abilities are a plus in interacting with international clients.

7. Industry Knowledge

• Product Knowledge: In-depth understanding of the company’s services, policies, and offerings.
• Destination Expertise: Familiarity with locations, attractions, and travel logistics (if applicable).

8. Adaptability

• Flexibility: Adjusting to customer preferences and changing situations.
• Crisis Management: Handling cancellations, overbookings, or unforeseen events effectively.

9. Professionalism

• Reliability: Punctuality and dependability in managing schedules.
• Appearance and Behavior: Maintaining a professional demeanor.

10. Analytical Skills

• Problem Identification: Recognizing patterns in customer inquiries or complaints.
• Data Analysis: Using data to improve services or optimize the reservation process.

Desired candidate profile

Are you comfortable talking and engaging with guests over the telephone? Are you able to multi-task without compromising quality? If you possess these skills, we have the perfect job for you at Atlantis Dubai. As an Agent Reservations you should be a continuous source of information to help and assist all the guests in their needs, as well as replying to all incoming correspondence promptly. You will also assist in preparing reports and supporting the team, respond to incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information, and handle complaints regarding Atlantis Dubai products or services.

About You

It is essential that you have previous experience in either a call center, or alternatively, prior work history in the front office, guest relations, club lounge, hotel reservations, or similar environment. Impeccable personal presentation, patient when dealing with guests, maintain a positive attitude at all times, pay attention to details, and passionate about customer service. Computer literacy and Opera systems are imperative, and fluency in English is a must. Due to our guest’s demographics, we are preferably looking for either Russian, Arabic, Chinese, or French fluent speakers.