Position: Reservations Officer

Location: Manipal, Karnataka, India

Reports to: Team Leader - Reservations

To apply for this position e-mail your resume
 
Position Requirements :
 
Experience :

Minimum 1 - 7 years- experience with an outbound travel agency or tour operator focusing on the UAE region. Exposure to a high performance sales environment and CRM based sales management.

Education

Bachelors/Graduate degree.

Language Skills

Proficient in English and Hindi plus at least one other language - Tamil, Kannada, Konkani, Tulu, Telugu, Punjabi, Marwari, Marathi, Malayalam, Gujarati.

Position Objectives

The Reservation Officer is the frontline travel advisor and acts as a reliable and trusted information source for the destination - in our case, the United Arab Emirates. The Reservation Officer offers the best mix of travel products to Royal Gulf's partner agents and agencies, and help them design memorable experiences for their clientele.

Responsibilities :

1. Maintain professional and cordial relationship with our partner agencies and agents.

2. Process all B2B reservation requests, changes, and cancellations received by phone, fax, mail, or other channels of communication.

3. Understand reservation requirements in relation to airport arrival and departure assistance, hotel and room categories, ground transport, guides, food and beverage arrangements, tours/excursion tickets, or any other special requests.

4. Update partner agents on alternate and better hotel options.

5. Follow sales techniques like upselling and cross-selling to maximize revenue. Input and access data in reservation system.

6. Verify availability of rooms/services and quote rates. Negotiate and close deals with agencies.

7. Explain guarantee, promotions, special rate, and cancellation policies to agents.

8. Accommodate and document special requests.

9. Answer questions about property facilities/services and tour packages.

10. Apply logic to offer the best special and promotional rates by inputting the correct promo codes and rates into the reservation system.

11. Follow proper escalation procedures when addressing specific agent feedback or concerns.

12. Update self and team regarding new products and offerings in the UAE.

13. Build a good and personalized rapport with the reservations departments of all hotels. Should have an excellent and ongoing one-to-one communication with all key hotel staff.

14. Ensure individual and team targets for enquiry to booking conversion, wallet share, and revenue/profitability per booking set are achieved or exceeded.

15. Maintain 48hrs prior arrival list/s of against agencies. Ensure that this list is checked and executed on daily basis.

16. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of agents, agencies, guests, and coworkers.

17. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation.

18. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Clarity in communication so as to avoid ambiguities.

19. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.

20. Comply with quality assurance expectations and standards.

21. Perform other reasonable job duties as requested by Supervisors including daily, weekly, monthly and other periodic reporting.

About Royal Gulf Tourism LLC : 

We believe, travel whether for business or leisure, has to be memorable and joyous. We help travelers and planners across the world discover, build, and deliver bespoke experiences in the UAE. As a preferred partner for 500+ hotels and attractions in the region, we offer the best deals across hotel bookings, excursions, transfers, guides, and UAE visas. Log on to www.royalgulf.net and start exploring right away.

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