Job Number 18003IEK
Job Category Reservations
Location Le Meridien Dubai Hotel & Conference Centre| Dubai| United Arab
Brand Le Meridien
Position Type Non-Management/Hourly
Start Your Journey With Us
At Le Meridien| we believe in helping guests unlock the unexpected and
engaging experiences each destination has to offer. Our guests are curious and
creative| cosmopolitan| culture seekers that appreciate sophisticated|
timeless service. We provide original| chic and memorable service and
experiences that inspire guests to unlock the destination. We’re looking for
curious| creative and well-informed people to join our team. If you appreciate
connecting with like-minded guests and have a deep desire to create unexpected
experiences| we invite you to explore career opportunities with Le Meridien.
1. Position Summary – Basic Job Function:
Responsible for soliciting and managing of reservations sales-related
opportunities. Manages and provides training and work assignments to
Reservations staff. Actively up-sells each business opportunity to maximize
revenue opportunity. Achieves personal and team related revenue goals.
Responsible for driving customer loyalty by delivering service excellence
throughout each customer experience. Provides service to our customers in
order to grow share of the account on behalf of the company.
2. Critical Tasks – Major Duties and Responsibilities:
Understanding Markets; Maximizing Revenue
Identifies new reservations sales business to achieve personal and property revenue goals.
Understands the overall market| including competitors| strengths and weaknesses| economic trends| supply and demand etc. and knows how to sell against them.
Closes the best opportunities for the property based on market conditions and property needs.
Monitors same day selling procedures to maximize room revenue and control property occupancy.
Gains understanding of the property|s primary target customer and service expectations; serves the customer by understanding their business| business issues and concerns| to offer better business solution.
Conducting Daily Reservations Sales Activities
Ensures that incoming reservations sales opportunities for the property are responded to in a timely and efficient manner.
Uses negotiating skills and creative selling abilities to close on enquiries.
Uses sales resources and administrative/support staff effectively.
Assists in monitoring group reservation forecast data.
Coordinates with Sales and Convention Services to process rooming lists and reservation cards
Assists with monitoring accuracy of reservation sales orders within tracking systems.
Tracks no-show reservations and processes charges as needed.
Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
Manages wait list and prioritizes order of wait list contacts to be made.
Prepares work and maintenance orders.
Empower the Reservations team to deal with all departmental and customer enquiries and complaints regarding the Reservations Department. As necessary to respond to Starwood Corporate Services Tracking tickets within the specified time frame.
Monitor & Maintain the PMS and IPS link in order to ensure clean data.
Assist in the creation and or updation of rate codes as required
Providing Exceptional Customer Service
Supports customer loyalty and property|s brand standards by delivering service excellence throughout each customer experience.
Services our customers in order to grow share of the account.
Provides excellent customer service consistent with the daily service basics of the brand.
Sets a positive example for guest relations.
Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before their stay.
Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations| while building a relationship and loyalty with the individual and/or company.
Handles guest complaints and disputes following the instant pacification procedures.
Managing and Conducting Human Resource Activities
Monitors reservations sales agents while on phone calls.
Develops implements and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Utilizes all available on the job training tools for employees.
Creates monthly labor scheduling for team.
Utilizes applicable intranet for resources and information.
Assist Director of Revenue Management in daily operation| when needed.
3. Other Responsibilities:
Be at all times an ambassador of the Sheraton philosophy of friendliness in order to establish a professional contact of yourself and all employees of the departments with all our guests.
Other Responsibilities: Perform other duties and responsibilities| as and when required by your manager. Assist in all areas outside of above| as and when needed and/or requested.
4. Critical Competencies:
o Basic Computer Skills – Uses basic computer hardware and software (e.g.|
personal computers| word processing software| Internet browsers| etc.).
o Mathematical Reasoning – Demonstrates ability to add| subtract| multiply| or
divide quickly| correctly| and in a way that allows one to solve work-related
o Oral Comprehension – Demonstrates ability to listen to and understand
information and ideas presented through spoken words and sentences.
o Reading Comprehension – Demonstrates understanding of written sentences and
paragraphs in work-related documents.
o Writing – Communicates effectively in writing as appropriate for the needs
of the audience.
· Adaptability – Develops strategies and identifies resources to implement and
manage change; models flexibility in adjusting priorities; and communicates
the need for change in a positive way that encourages commitment.
· Communication – Actively listens and uses appropriate communication styles
to deliver complex information in a clear concise way and influences others to
accept a point of view| gain consensus| or take action.
· Problem Solving and Decision Making – Models and sets expectations for
solving complex problems| collecting and comparing information to evaluate
alternatives| considering their potential impact before making decisions|
involving others to gain agreement and support| and guiding others to
· Professional Demeanor – Exhibits behavioral styles that convey confidence
and command respect from others; makes a good first impression and represents
the company in alignment with its values.
· Building and Contributing to Teams – Leads and participates as a member of a
team to move the team toward the completion of common goals while fostering
cohesion and collaboration among team members.
· Driving for Results – Focuses and guides others in accomplishing work
· Planning and Organizing – Gathers information and resources required to set
a plan of action for self and/or others; prioritizes and arranges work
requirements self and/or others to accomplish goals and ensure work is
· Coworker Relationships – Develops and uses collaborative relationships to
facilitate the accomplishment of work goals.
· Customer Relationships – Develops and sustains relationships based on an
understanding of customer needs and actions consistent with the company’s
· Global Mindset – Supports employees and business partners with diverse
styles| abilities| motivations| and/or cultural perspectives; utilizes
differences to drive innovation| engagement and enhance business results; and
ensures employees are given the opportunity to contribute to their full
Generating Talent and Organizational Capability
· Organizational Capability – Evaluates and adapts the structure of
organizational units| jobs| and work processes to best fit the needs and/or
support the goals of an organizational unit.
· Talent Management – Provides guidance and feedback to help individuals
develop and strengthen skills and abilities needed to accomplish work
Learning and Applying Professional Expertise
· Applied Learning – Seeks and makes the most of learning opportunities to
improve performance of self and/or others.
· Business Acumen – Understands and utilizes business information (e.g.| data
related to employee engagement| guest satisfaction| and property financial
performance) to manage everyday operations and generate innovative solutions
to approach business and administrative challenges.
· Technical Acumen – Understands and utilizes professional skills and
knowledge in a specific functional area to conduct and manage everyday
business operations and generate innovative solutions to approach function-
specific work challenges.
o Revenue Management – Knowledge of revenue management concepts| processes and
strategies such as average daily rate| revenue per available room| sales
cycles and trends| account management| pricing and inventory management. Skill
in using a Yield Management system and interpreting pricing and inventory
o Research – Skill in collecting information from a variety of sources
relating to market data| historical cycles| travel and tourism trends| and
real estate market dynamics. The ability to know when to seek addition
information and where to look to find it.
o Inventory Management – The ability to manage rooms and function space
restrictions and thresholds using systems or manually in order to maximize
revenue/profit across all segments.
o Computer Skills – The willingness to learn and ability to use computer
systems and software packages to input| access| modify| store| or output
information or to execute programs and analyses. This includes the ability to
enter and retrieve data from computer systems using a keyboard| mouse| or
o Sales and Marketing – Knowledge of sales and marketing concepts including
principles and methods for showing| promoting and selling products or services
as well as marketing strategies and tactics.
· Basic Competencies – Fundamental competencies required for accomplishing
basic work activities.