Job Description

Reservation Agent

(19400)

Situated at the heart of Dubai’s world-renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy. Overlooking one of the world’s most iconic horse racing destinations, our hotel offers exceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest. Whether welcoming leisure travellers, business delegates, or racing enthusiasts, we are driven by a passion to deliver personalised, heartfelt hospitality and to exceed expectations at every turn.

Job Summary

Professionally manages guest booking inquiries by providing accurate room information, confirming reservations, and ensuring all details are recorded with precision. This role supports optimal guest satisfaction through efficient communication and high-quality service.

Key Responsibilities

• Maintain comprehensive knowledge of all hotel facilities, services, and operational standards.
• Serve as a reliable and proactive source of information, assistance, and support for all guests.
• Ensure consistent communication and provide timely feedback within the department to support smooth operations.
• Anticipate and identify guest needs, delivering personalized service to exceed expectations.
• Handle all incoming calls and guest inquiries in accordance with established reservation standards and procedures.
• Adhere to recommended call flow standard and achieved target LQA score.
• Provide clear and accurate information regarding hotel facilities and services, including hours of operation, room availability, restricted dates, rates, room types, promotions, packages, entertainment options, restaurants, and special events.
• Apply effective sales techniques during reservation interactions, including personalizing conversations, clarifying guest requirements, offering alternative dates, or recommending sister properties when the hotel is fully booked.
• Determine guest reservation needs using open-ended questions to gather complete and accurate information.
• Recognize and correctly code repeat and loyal guests in the reservation system.
• Adhere to all departmental policies, service procedures, and quality standards.
• Address and resolve guest concerns or complaints promptly to ensure guest satisfaction.
• Verify reservation details with callers to ensure accuracy before finalizing bookings.
• Document and accommodate special requests accurately and efficiently.
• Recommend the most suitable room type based on guest requirements while maximizing revenue opportunities.
• Clearly explain guarantee, payment, and cancellation policies to guests.
• Describe room categories, features, and value-added benefits to assist guests in making informed decisions.
• Ensure accurate and timely input of all reservation details into the property management system (OPERA).
• Issue confirmation or cancellation number and communicate clearly to guests, offering emailed copies upon request.
• Prepare and send reservation confirmation letters within 24 hours to maintain service standards and guest satisfaction.
• Coordinate with relevant departments for visa application support when required.
• Liaise with the Concierge team regarding airport transfer arrangements.
• Coordinate with Restaurant Reservations to manage guest dining bookings.
• Promote and upsell hotel outlets and facilities whenever appropriate.
• Notify Housekeeping and Front Office teams of same-day reservations, room allocation changes, amendments, or cancellations.
• Inform concerned departments of all VIP bookings to ensure proper preparation and service.
• Report to duty punctually and in accordance with the departmental roster.
• Perform any other duties as reasonably assigned by management.
• Making room reservations and answering guest inquiries (individuals and groups) in an efficient manner in line with the Meydan standards and maximizing revenue by up-selling suites and facilities available at the hotel.
• Staff discipline: assists in the implementation of the hotel’s code of discipline.
• Training and employee activities: attends scheduled training and participates in company-initiated employee activities
• Lost and found: ensures that all staff are aware of lost and found procedures at all times.
• Emergency response: possesses full knowledge of emergency procedures, and ensures all staff is aware of emergency procedures at all times.
• Guest relations: as assigned and at all opportunities, assists guests directly and indirectly in order to provide them a delightful staying experience in the hotel.
• Equipment care: ensures proper care and maintenance of equipment in the area of assignment.
• Grooming & hygiene: adheres to specified hygiene and personal appearance standards of the hotel.
• Environmental awareness: is fully aware of and complies with the hotel’s environmental policy and established rules and guidelines.
• Attendance: adheres to set procedures for attendance and timekeeping.
• Performs such other functions as may be delegated by management from time to time.

Skills, Experience & Educational Requirements

• Diploma or degree in hospitality.
• Accessible to beginners, with on-the-job training
• Knowledge of reservation and distribution tools
• Knowledge of the hospitality sector
• Preferably has 1 or 2-years’ experience in a customer service, Front Desk or Telephone operator position.
• Opera v5/Opera Cloud Knowledge
• Microsoft Office
• Microsoft Outlook
• Excellent Communication Skills
• An expert communicator
• Listen effectively
• Communicate clearly and in a friendly way
• To solve the issue
• Organized and disciplined, dedicated and loyal (essential)
• Friendly, pleasant and easy to be around (essential)
• Work effectively under pressure to meet deadlines (essential)
• Expertise in written and spoken English (essential)
• High level of telephone skills (essential)
• Willing to take personal responsibility for own performance

Our company is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, innovative, inclusive, and inspiring in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.