RESERVATION AGENT

“The world is yours with Meliá” 

Discover a boundless path at Meliá, where opportunities for growth and development are endless. Immerse yourself in a journey that will take you to work in various countries and to be part of our extensive global family 🚀

Discover some of the benefits we offer:

• My MeliáRewards: Participate in our exclusive loyalty program, enjoying unique benefits and advantages.

• My MeliáBenefits: Take advantage of flexible compensation and exclusive discounts on a wide variety of products and services, promoting an active and healthy lifestyle.

Be proud to belong to Meliá as we are proud of you 😉 

We are excited to introduce you to a luxurious and unique urban resort - Melia Desert Palm, a proud member of The Melia Collection. The resort is a five-star boutique property, offering a wide range of one, two, and three-bedroom villas, each featuring an intimate and completely private pool, which is highly sought after, especially amongst the GCC clientele. Additionally, you can stay in our beautifully curated suites with a view of the greenery. What makes this resort stand out is its equestrian theme, which is reflected in every aspect of the property. From four polo fields to a professional polo club, a riding school, and over 200 horses on the estate, you will be surrounded by the beauty of these magnificent animals. If you're looking for relaxation and rejuvenation, then you will love the world-class treatments available at the Samana Spa, or the wellness classes offered in our large recreation center. And when it comes to dining, you will be spoilt for choice with three delightful restaurants to choose from, or you can order food to your villa. Conveniently located just 20 minutes from the DXB airport and 25 minutes from Dubai Mall, Melia Desert Palm offers a serene oasis amidst the hustle and bustle of Dubai. You can unwind and soak up the tranquility of the lush estate while enjoying spectacular views of the dramatic Dubai skyline.

At Melia Desert Palm Member of Melia Collection, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect and work hard together to deliver the highest quality of service to all. #LI-MR1

• Minimum 1 year experience as a Reservations Agent or similar role
• High school diploma
• Excellent verbal and written English / Arabic communication skills
• Basic computer proficiency
• Date entry experience
• Clerical and basic office skills.
• Knowledge of customer service standards and procedures
  
  FUNCTIONAL COMPETENCIES AND RESPONSIBILITIES:
• Answer and reply all incoming telephone calls not later than by the 3rd ring
• Connect all telephone calls instantly, never leaving a caller on hold for longer than 30 seconds
• Answers question briefly and precisely
• Always speaks slow, precise, loud and firm
• Handles every guest request with utmost politeness
• Never forget that the telephone is the business card of the hotel
• Handles the telephone console with due care, assures the regular cleaning and hygiene care of equipment
• Reacts correctly in the case of complaints, takes the correct decision and puts through to the responsible person
• Handling incoming and outgoing fax messages for hotel guests and hotel purposes.
• Follow up’s with the guest history system
• Responding to all reservations and general resort enquiries that comes via email, fax or phone calls and actively seek to convert enquiries to firm bookings
• Ensuring that the numerous received emails, phone calls and faxes are attended by latest end of your shift
• Entering confirmed reservations into WinHMS with all accurate data and allocating rooms immediately. Highlight special requests, VIP status and billing instructions if required
• Generating pro-forma invoices for TO/TA non contracted, issue cancellations letter and invoice that incur charges. Arrange payment procedures through accounts receivable
• Keep tentative offers on file – follow up after 3 days
• Handover required deposit taking to FO to charge and enter in WinHMS
• Arrival reservation checks – 28 days, 7, 3 , 1
• Daily check airport transportation
• TRUST – daily check of new reservation, enter in PMS, confirm if needed.
• Alert manager/supervisor once room availability decreases for TO allotments
• Trace reports and daily action
• Ensuring that all work material are available and the office area is kept neat and tidy
• Generating reservations reports as and when required, keeping in mind the deadlines, accuracy and the needs of the person inquiring the report
• Ensuring a high level of product knowledge of the resort and local area and staying well informed of industry trends and competitor activities, whilst protecting the confidentiality of the information held in the department
• Double check all correspondences of bookings before sending out
• Preparing daily list
• Guest follow up email after departure
• Keeping a log of issued gift certificates
• Staying well informed with all activities in the surrounding and fairs/shows in Dubai
• Accurate handover of all relevant information / details to next shift
• At all times believe that Team work is the key to ensuring all of our guests have the ultimate experience
• Ensuring guest confidentiality is maintained at all times
• Responding to all guest requests where possible
• Communicating guest feedback, complaints and operational issues to your department head
• Assist the Front Office team and the Guest coordinator if necessary
• Handling any other tasks required by our guests and management
• Ensuring a high level of customer satisfaction and ensure that all customer queries or requests are handled in a polite and efficient manner
• Full product knowledge and departmental overview
• Up selling category, cross selling internal departments and PAQ
• Be familiar with all the Emergency procedures
• Handling administration tasks in the department (manual files, e-filing, etc)
   

ADDITIONAL RESPONSIBILITIES: (These responsibilities are mandatory to all positions) 

•    To attend all departmental meetings, briefings & internal or external training sessions as required. 
•    Establishes and maintains an inclusive environment by ensuring effective two ways communication processes are set up.
•    To always act wholeheartedly in the interests of the Company & not to perform, arrange or carry out any work or activity which could be considered to be in competition with or affect in any way the company interests or be detrimental or damaging to its public image. 

 •    To ensure maximum efficiency, employees are engaged on the basis that they must be prepared to undertake reasonable duties other than those for which they have been specifically engaged. 
•    Be environmentally friendly, reduce waste, recycle when possible, and reuse whenever applicable.
•    All employees are expected to co-operate with the management, to ensure the successful application of the Company’s Equal Opportunities & Harassment policies. 
•    To carry out any reasonable & lawful direct instruction given by the General Manager during working hours. 

At Meliá we are all VIP 🌟

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.  

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP People. 

At Meliá Hotels International, we are committed to equal opportunities between women and men in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the entire staff a corporate culture committed to effective equality, and raising awareness about the need to act jointly and globally.

We promote our commitment to equality and diversity, avoiding any kind of dicrimination, especially related to reasons of disability, race, religion, gender, or age. We believe that diversity and inclusion among our employees are essential for our success as a global company.

Additionally, we support the sustainable growth of our industry through a socially responsible team. In this sense, our motto is "Towards a sustainable future, from a responsible present". Thanks to al our collaborators, we make it possible.

To protect yourself and avoid fraud in selection processes, we invite you to consult our recommendations on the "Protect Your Application" page.

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