Room Reservations Agent

An Exhilarating Opportunity

Are You Ready for a Daring Challenge with The World’s Hottest Luxury Hotel Group? Disruptive by Design, FIVE Hotels and Resorts is Redefining ‘FIVE-Star’ Hospitality and Setting the Gold Standard across the Industry.

Join the FIVE Tribe - and Get Ready to Make Waves.

The Candidate

A Driven Self-Starter, you have Excellent Communication, Leadership and Organisational Skills. As an Astute Creative and Critical Thinker, you can Conceptualise and Implement Innovative Solutions in a Fast-Paced Environment. Not even the Smallest Detail Escapes Your Keen Eye and You Execute Tasks Proactively with Precision and Finesse. A ‘Can-Do!’ Attitude Coupled with An Inherent Flair for Taking Ownership Makes You a Highly Motivated Go-Getter.

Your Outgoing and Approachable Nature enables you to Seamlessly Connect with other ‘FIVERs’ and key Stakeholders, ensuring that Their and Your Journey at FIVE is nothing short of Sensational. Joining our Reservations Team as a Room Reservations Agent will Empower you to deliver Exceptional Experiences across our award-winning Lifestyle Destinations. Jump on Board and Unlock your Potential in a Buzzing Environment that will take your Career to New Heights!

Key Responsibilities

• Serve as the first line of inquiry for room reservations within the Group
  
• Convert, quickly, inquiries into contracted business
  
• Negotiate with caller on an alternative rate if rate resistance is shown and cross-refer to alternate property if requested hotel is full
  
• Respond positively to sales inquiries in order to develop future sales leads
  
• Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the guest's expectation
  
• Provide prompt and efficient service while maintaining FIVE standards
  
• Ensure all FIVE’s policies and procedures are understood and adhered to, at all times
  
• Attend weekly and monthly department meetings
  
• Maintain a high level of guest telephone contact skills while promoting the hotel through good selling and communication skills
  
• To be fully conversant with all business segments (rates, offers, promotions) and an ability to handle all tasks linked to the reservations department
  
• To follow the department standards (SOP) and achieve the targeted results i.e., quality calls, response time, number of calls and emails handled, accuracy, maintaining reservations records, following all safety standards
  
• To maximise room revenues, and create additional revenue, by utilising effective upselling techniques and following the strategies in place
  
• To deal with all guest queries received through different channels (phone, email, direct connect, etc.) responding within the designated time frame
  
• Identify Sales opportunities through individuals, Corporate Accounts, Wholesalers and Travel Management Companies
  
• To host client dinners with the Sales Team and be involved in client entertainment as required
  
• To be able to perform daily reservations tasks (phones, emails, files, checks) and any other related tasks assigned by the supervisor
  
• Able to complete all designated trainings in timely manner
  
• Answer internal and external phone calls and ensure positive outcome for all guest queries and room reservation requests in a timely and efficient manner
  
• Accept and deliver messages promptly and correctly for both guests and management
  
• Ensure wake-up calls are scheduled and taken place at the correct time
  
• Demonstrate knowledge of the hotel facilities and on-going promotions and use up-selling techniques to promote these offerings when appropriate
  
• Handle emergency calls immediately and relay comprehensive and accurate information.
  

What We’re Looking For

• Previous experience of 1-2 years in a Luxury Hotel environment is plus.
  
• Computer literacy, with a mastery of Word, Excel, and Outlook, while possessing an exceptional knowledge of Hotel PMS, specifically Opera.
  
• An elevated and energetic Conversationalist, engaging Guests with lively discussions.
  
• A welcoming and enthusiastic nature to elevate the ‘Vibe at FIVE.’
  
• Exceptional organisational skills, and a passion for delivering ‘FIVE-Star’ Guest Experiences.
  
• Strong business acumen and analytical skills, with the ability to drive revenue and manage costs effectively.
  
• A Proactive Nature, coupled with a meticulous Eye for Detail, ensuring every aspect of the Operation is curated to perfection.
  
• Excellent communication and interpersonal skills, leveraging strong verbal and written skills to engage effectively with guests, FIVE Tribe Members, and stakeholders.
  
• Next-Level Organisational and Supervisory skills, effectively leading and inspiring the FIVE Tribe to New Heights.
  
• Find creative solutions and take ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
  
• Skills in Improving Customer Satisfaction and Driving Profitability, showcasing a commitment to Industry-Leading Standards.
  
• ‘FIVE-Styled’ Visionary thinking by finding creative solutions, while taking Ownership for all duties and tasks assigned.
  
• Impeccable verbal and written communication skills, with fluency in English (Fluency in Russian and Arabic is favourable).
  
• A hands-on attitude, fuelled by a ‘Can-Do!’ Spirit.
  

The Team

‘FIVERs’ are Cultured yet Chic, Confident yet Self-Effacing, and Work Hard to Play even Harder. As a FIVE Tribe Member, you'll Personify the distinct ‘Vibe at FIVE’ and apply it to create Insta-Perfect Experiences for our Guests that keeps them Coming Back for More. If you Dream of being surrounded by Like-Minded Individuals who share your Passion for Delivering Unforgettable Moments that last a Lifetime – then Look No Further and Unleash your Next-Level Potential.

Sustainable Indulgence at FIVE

FIVE is a leader in Sustainable Luxury Living and Hospitality, with its UAE-based Destinations being the first and only Hotels in the UAE to obtain the International Renewable Energy Certificates (I-REC) for achieving 100% renewable electricity for 2022. The company's Science-Meets-Styled ‘Sustainable Indulgence’ Ethos has led to a completely LEED Platinum-certified operational hospitality portfolio. FIVE Palm Jumeirah and FIVE Jumeirah Village are also 3 Star SPIRE Rated Smart Buildings. FIVE Zurich, the only LEED Platinum hotel in Switzerland, achieved an impressive 84 Points under LEED v4's BD+C and ID+C rating system, making it one of just five hotels worldwide to receive Platinum Certification. FIVE illustrates its Commitment to making ‘Sustainability without Compromise on Luxury Living’ central to its Future Vision, withFIVE LUXE already on track to acquire LEED Platinum (BD+C). These Achievements highlight FIVE’s Comprehensive and Committed Scope of Sustainability Strategy permeating Operations, Governance and Community.

An Equal Opportunity Employer

The FIVE Tribe represents over 70 nationalities across its over 1500 ‘FIVERs’. FIVE is Committed to Hiring a Diverse and Inclusive Workforce as an Equal-Opportunity Employer. Accordingly, FIVE does not discriminate based on disability, race, age, sex, gender, sexual orientation, ethnicity, religion or belief, nationality, marital status, or any other basis protected under national or local laws. Ranked 10th on the Great Workplaces in the UAE 2023 list of Large Organisations, the FIVE Tribe is more than a group of people working together – it is a Family bonded by common Values and Goals, Celebrating People, Culture and Diversity.

About FIVE Hotels and Resorts

FIVE Hotels and Resorts prides itself on being Disruptively Different and Daringly Unique. Our Growing Portfolio of Lavish Destinations are the epitome of Glamour and Experiential Luxury, and currently consists of FIVE Palm Jumeirah, FIVE Jumeirah Village, FIVE Zurich and FIVE LUXE. Joining our Exceptional FIVE Tribe means you are part of a team who Breaks Boundaries and offers Unbeatable Next-Level Experiences at FIVE’s award-winning Hotels, Dining Concepts, and 360-Degree Immersive Nightlife Venues. As part of the Accomplished FIVE Tribe, you will be part of a group of High Achievers who Fearlessly Challenge Conventions on a Global Stage.