Key Duties and Responsibilities 

• Provide comprehensive and quality customer care by applying technical knowledge and procedures about room reservation when servicing internal and external guest queries. 

• Assist agents in answering overflowing calls with confidence, in a polite and friendly manner which is in accordance with Forbes standards.  

• Handle complaint calls from the agents if needed. 

• Reply to sensitive or complain email inquiries accurately regarding availability, rates, and services. 

• Aid agents with product knowledge when in doubt allowing them to be more productive. 

• Conduct thorough arrival check to avoid guest inconvenience as well as revenue loss. 

• Prioritize and delegate daily task to ensure that the turnaround time of 24 hours response time is met.  

• Extends coaching or refresher for agents who have a recurring issue about their inputting standards in Opera and even sharing inaccurate information via call, email and chat leading to complaints or rebate. 

• Listen to calls as part of the call calibration training in line with Forbes standards. 

• Conduct daily briefings to inform the team of what is expected for the day. 

• Provides feedback or recommendation about agent’s performance to the Management Team for appraisal or personal development purposes. 

• Monitors the call flow to refrain abandon calls. 

• Process VIP bookings from Executive office. 

• Assist other departments to investigate the cause of guest inconvenience upon arrival or during the stay which is related to room or restaurant reservation, for the relevant team to rectify the situation. 

• Adheres to the operational schedules as required by One Za’abeel by being flexible. 

• Must be able to comply with the assigned task to achieve the department’s key performance indicators. 

• To effectively communicate and maintain a favorable working relationship with colleagues at all levels to enhance the guest’s stay.  

• Assist in other administrative duties assigned by the Management Team.  

• Attends and participates in team events.  

• Must demonstrate excellent attendance and punctuality.  

• Participates in required trainings related to the job.  

• Always assure professional attitude towards guest and colleagues.  

• Ensure to meet Grooming and Hygiene policy of One&Only One Za’abeel at all times when in uniform. 

Skills, Experience & Educational Requirements  

• Minimum 1 – 2 years’ experience in a similar role in a luxury hotel or call center. 

• Must have good knowledge in computer operation (including software such as excel, word, PMS, Avaya)  

• Must have good communication skills (verbal and written) 

• Must be skilled to perform the job of a Team Leader, Reservations.  

• Hospitality graduates an advantage.