Mina Hakim

• Respond to reservation requests from guests, travel agents, and referral networks made through various communication platforms
• Pick up all phone calls in three rings and ensure to capture guest email and personal preferences in order to be shared with hotel teams to generate Taj moments and capture guest email addresses
• Speak with others using clear and professional language; answer telephones using appropriate etiquette
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees
• Ensure reservation hotline is always attended to meet daily business needs, and responsible for creating, updating, and maintaining reservation records promptly and details as per the Group rooming list are updated in the property management software and ensure smooth operations
• Ensure all reconfirmation of bookings should be completed 2 days prior to the arrival date
• Follow up for the arrival time check if airport transfers are required and update all relevant packages
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
• Follow proper escalation procedures when addressing guest concerns
• Update and make the daily revenue reports of all revenue transactions made on any given day to be handed over on time and to understand the business needs daily based on availability and trendy events
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain the confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers
• Process advance deposits on reservations and monitor advance deposit requirements
• Fully aware and trained of and adhere to health and safety, fire, and bomb threat procedures.

Responsible for answering all inquiries and ensuring every customer is served efficiently and courteously.

Responsible for ensuring all required for answering all inquiries, ensuring that every customer is served efficiently and courteously, and maintaining quality and quantity.

Performing inbound and outbound calls to assist customers with past, current, and future bookings.

Building close working relationships with clients and suppliers.

Checking pending folders and updating premier agents daily

and identifying and escalating issues for resolution.

Dealing with occurring travel problems, complaints, and refunds.

Report customer concerns and any system issues to management and API Support team.

Attending departmental meetings and training when requested.

Handling additional responsibilities as and when delegated by Management.

• Process all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys
• Process all check-ins and check-outs including resolving any late and disputed charges
• Answer, record, and process all guest calls, messages, requests, questions, or concerns
• Supply guests with directions and information regarding property and local areas of interest
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy
• Take guest reservations and perform cash handling & credit card responsibilities.

• Presenting travel packages and itineraries persuasively to potential clients, highlighting unique features and benefits
• Providing exceptional customer service before, during, and after the purchase, including resolving issues, addressing concerns, and ensuring customer satisfaction
• Negotiating the terms of an agreement and closing sales
• Follow up with Travel Agents and send promotions for future business
• Keeping accurate records of sales transactions, client interactions, travel demand traffic, and travel bookings reporting and analysis purposes
• Identifying new leads and tracking more information to provide an appropriate product able to fulfill their business needs
• Follow sales techniques to maximize revenue.

• Process all reservation requests, changes, queries, issues, and cancellations received by phone, or mail
• Handling all the emails in a professional and etiquette way
• Handling all the quotations for multiple destination through all the OTAs and secure the best deal at the right price and right time
• Tracking sales opportunities and closing deals
• Identify guest reservation needs and determine appropriate room types
• Verify availability of room type and rates
• Explain the guarantee, special rate, and cancellation policies
• Answer questions about property facilities/services and room accommodations.