Responsibilities |
The purpose of this position is to be responsible for the timely and accurate handling of high volumes of reservation requests through different channels such as telephone, email, and chat. You will be required to take ownership to drive and deliver your own performance in line with Jumeirah standards for reservation conversion, quality, customer service response times and your personal productivity and efficiency. And to become best in class for reservations standards and experiences. The main responsibilities are: Assist in managing room rates and restrictions, preparing rooms forecasts on weekly and monthly basis. Represent and champion the Jumeirah Brand by displaying all Hallmarks and promoting the business values in all interactions. Proactively promote all properties and services within the Jumeirah portfolio in a friendly, professional, and efficient manner upselling where appropriate to achieve all revenue objectives. Achieve targets set by Jumeirah for revenue, quality, customer service standards and productivity. Achieve minimum standards related to external reservation audits for LQA, Forbes and IFH call standards. Proactively handle and resolve customer and partner related queries and escalations through all channels which may include Telephone, email & chat within agree response times. Maintain the integrity and accuracy of Jumeirah customer data base following Jumeirah Standards. Reservation Filing of correspondence, handling customer complaints, checking and updating of daily reports. Ensure compliance with the room reservations quality performance requirements. Complete payment requests and follow up for payments not made ensuring compliance with company payment policy. |