[{{ $ctrl._job.status.name | translate}}] Executive Reservations Services Agent - The Abu Dhabi EDITION
The Abu Dhabi EDITION

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Job description

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. Our hotels are stunning microcosms of the world's top cities, featuring the finest in dining, entertainment, nightlife, and service to create an enchanting experience that makes your spirit soar!


But to create this magical experience, we need you.


EDITION is hiring warm, out-going, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.


We invite you to join us today.


JOB OVERVIEW:            
 
S/he performs daily and periodic tasks related to every aspect of Executive Room Reservations and ensures optimum service to bookers, guests and other departments.
 
REPORTS TO:               Executive Reservations Services Supervisor
 
CANDIDATE PROFILE 
 
Experience 
  • Must have a minimum of 2 years hospitality experience with EDITION or another hotel company.
  • Minimum 1 year and preferably 2 years’ experience in Room Reservations or Sales.
     
    Education or Certification
  • High School Diploma or equivalent required 
Skills and Knowledge
  • Ability to maintain hotel’s standards, policies and procedures.
  • Comprehension of technical and managerial applications of Reservation systems including MARSHA and Opera.
  • Comprehension of the reservation sales process for EDITION.
  • Ability to maintain positive and engaging relations with bookers, guests and colleagues.
  • Ability to build strong, lasting relationships.
  • Ability to overcome objections and ability to up-sell.
  • Ability to multi task.
  • Ability to remain well organized and concentrated in high stress situations.
  • Knowledge of Outlook, Microsoft Word and Microsoft Excel.
  • Fluency in English language – both written and spoken.
  • Attention to details.
  • Ability to work with minimum supervision.
     
CORE WORK ACTIVITIES
 
BUSINESS RESULTS
 
Reservations
  • Ensures that all reservations are handled according to The EDITION Brand Standards
  • Handles room reservation requests received via telephone, fax, email and/or in person in an accurate, complete and timely manner.
  • Knows how to handle any FIT room reservation request.
  • Ensures that guest and company profiles are correct in Marsha and is linked to the reservation.
  • Informs bookers and guests of conditions for booking special corporate rates.
  • Skillfully attempts to up-sell and cross-sell with every opportunity.
  • Actively solicits, records and follows up on guest preferences and special requests.
     
     
  • Follows the LASeT principle when handling guest incidents, records the incident and follows up to ensure a proper solution.
     
    ERS Program
  • Builds strong, lasting and professional relationships with all ERS bookers and repeat corporate guests.
  • Tracks history and preferences of business travel guest on an ongoing basis and liaises closely with Sales Managers and Guest Relations to ensure that every need of all ERS bookers and guests are met.
  • Ensures prompt and accurate communication of ERS benefits and point status to ERS bookers and actively enrolls new members.
  • Ensures ERS points are added correctly to the reservation by thorough management of the ERS loyalty program.
  • Initiates and drives the planning and execution of ERS related events for ERS bookers.
  • Tracks and coordinates the celebration of special occasions for key ERS bookers.
  • Assists with site inspections and visits from ERS bookers and attend client events in the hotel as requested.
  • Entertains in-house customers under the direction of Director of Sales or designated Sales Directors, Managers and/or Executives.
  • Participates in sales calls.
  • Actively participation in daily sales line-up and sales meetings.
  • Works closely with the Credit Manager to ensure correct billing instructions are set for business travel accounts.
  • Participates in ERS related project teams.
  • Ensures full profile management of all contracted business accounts.
  • Completes accurate business travel production reports by the 3rd of every month.
     
    Communication
  • Follows telephone, fax and email etiquette.
  • Ensures all communication with guests is engaging and positive.
  • Ensures that all communication with bookers, guests and colleagues is complete and accurate.
  • Maintains confidentiality of all guest, company and associate information at all times.
  • Attends daily line-ups and communicate all challenges and successes with the rest of the team.
  • Attends designated meetings.
  • Informs Reservation Manager/Director of Revenue Management about unusual reservation activities, i.e. numerous cancellations.
  • Ensures that group inquiries and request for corporate rate agreements are forwarded to the sales department accurately and on time.
  • Timely communication regarding VIP guests to other departments.
  • Pro-actively follows up with bookers and guests for any special requests and if the original request cannot be granted, follows up with the booker/guest for best alternative solution.
     
    Product Knowledge
  • Possesses in-depth knowledge of room types, their features and benefits.
  • Possesses in-depth knowledge of all F&B outlets and others services of the hotel.
  • Possesses up-to-date knowledge of all running promotions and events in the hotel.
  • Has in-depth knowledge about the city and destination attractions.
  • Possesses up-to-date knowledge of The EDITION benefits in comparison to main competitors.
  • Possesses full knowledge of the ERS program.
     
     
     
    Revenue Management Knowledge
  • Has in-depth knowledge of the rate structure and rate strategy of the hotel.
  • Has in-depth knowledge of upcoming peak and need periods.
  • Has full comprehension of all EDITION and property specific programs, packages and promotions.
  • Has full knowledge of yesterday’s occupancy, ADR and Revpar and that of the City.
  • Has full knowledge of yesterday’s pick-up, today’s pick-up target, the month’s forecast and the month’s budget.
     
    Other
  • Skillfully performs all tasks as detailed in the daily/weekly task list.
  • Adheres to grooming standards and maintains cleanliness and tidiness of work area of all times.
     
    Building Relationships
  • Treats people fairly and with dignity and respect.
  • Works to meet goals in a manner that does not disadvantage other individuals or groups.
  • Demonstrates business ethics and personal integrity, i.e., is widely trusted; is seen as a direct and truthful individual.
  • Listens and responds to others.
  • Is interested in others’ views even if they counter own views.
  • Is a team player.
  • Is familiar with other cultures and knows the differences between them in order to treat colleagues and guests with respect.
  • Knowledgeable about repeat guests and frequent bookers and their special requests.
     
    Managing Work Execution
  • Approaches work with a sense of urgency and purpose.
  • Allocates time and resources effectively when faced with competing demands.
  • Overcomes obstacles to accomplish challenging objectives.
  • Follows through on inquiries, requests, and complaints.
 
Learning & Applying Personal Expertise
  • Acts independently to improve and increase skills and knowledge.
  • Demonstrates an awareness of personal strengths and areas for improvement.
  • Shares learning, innovations, and best practices with others.
  • Is willing to learn from other.
  • Recommends new ideas or processes to increase efficiency of the department in terms of productivity, quality and safety.

Requirements

See description

Job type
Full-time
Location
Abu Dhabi, United Arab Emirates
Department
Reservations
Languages
English
Starting in
As soon as possible

The Abu Dhabi EDITION

The Abu Dhabi EDITION is situated in the downtown district on the waterfront of Al Bateen in the Abu Dhabi Marina. The hotel features 198 guest rooms and 57 exclusively serviced residences. Unique food and beverage outlets include 2 signature restaurants, a gourmet market, lobby bar, pool bar and 3-story nightclub. Two pools, a state-of-the-art fitness center and spa with 7 treatment rooms are also available for hotel guests. The hotel also has over 900 square meters of meeting and event space including several meeting studios, ballrooms and boardrooms.

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