Complex Reservations Agent

About The Role

As a Complex Reservations Agent at The Westin Dubai Mina Seyahi Beach Resort & Marina, you will efficiently manage all inquiries related to reservations including booking requests, modifications, and cancellations received via phone, fax, or mail. Your responsibility is to identify guest accommodation requirements, confirm room types and availability, and communicate essential policies such as guarantees, special rates, and cancellation procedures to clients. You will handle special accommodations and document these requests appropriately.

You will provide detailed information about property amenities and room options, employing sales strategies aimed at increasing revenue. Accurate data entry and retrieval within the reservation system is essential, including proper coding for special reservation categories like complimentary stays, employee discounts, travel agent rates, and wholesale bookings. You will follow correct escalation protocols to resolve guest issues timely.

Workplace Conduct and Company Policies

All employees must adhere strictly to company standards, maintain a professional and clean appearance, protect confidential information, and safeguard company assets along with guest and coworker privacy and safety. It is expected that you greet guests warmly, anticipate and fulfill their service needs, assist guests with disabilities, and express genuine appreciation consistently. Communication should always be conducted clearly and professionally, including appropriate telephone etiquette.

Fostering positive relationships among team members, supporting collective objectives, actively listening, and properly addressing coworker concerns are crucial for a collaborative work environment. Compliance with quality assurance standards and performing other reasonable tasks as directed by supervisors is expected. Physical demands include moving or handling objects weighing up to 10 pounds without help.

Preferred Qualifications

• Minimum educational attainment of high school diploma or G.E.D. equivalent.
• No previous related work experience is required.
• No supervisory or license/certification requirements.

Company Commitment

Westin Hotels & Resorts, part of Marriott International, is an equal opportunity employer valuing diverse backgrounds and experiences. We uphold non-discriminatory policies inclusive of disability, veteran status, and other legally protected categories. Our goal is to empower both guests and associates to prioritize wellness and personal well-being, living our brand mission through passionate and engaged team members who strive to be their best.