Reservations Agent

We are currently seeking passionate and dynamic guest-focused Revenue professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Reservations Agent, you are responsible for handling and maintaining effective communication regarding all reservations to ensure smooth and efficient service delivery. The ideal candidate must be fluent in both Arabic and English, with excellent verbal and written communication skills in both languages.

Key Responsibilities:

• Process and confirm guest room reservations made by clients via telephone, email, letters or other communication channels.
• Input all reservations into the computer system, ensuring that all pertinent information is accurately recorded, and attend to inquiries, complaints and requests related to reservations.
• Remain up to date with all hotel promotions and offers, and follow established procedures for processing room reservations, rates, confirmations and hotel facilities.
• Demonstrate comprehensive product knowledge, understand the hotel's rate structure and effectively apply rate management strategies.
• Maintain an organized filing system for all correspondence and prepare reports as required by the Reservations Manager or Supervisor.
• Promote and maintain positive public relations while actively seeking opportunities to maximize business.
• Maintain accurate room availability and status at all times.
• Ensure all incoming calls are answered in accordance with Rotana standards, process reservation requests received by fax and regularly monitor incoming emails.
• Coordinate visa requests for hotel guests in accordance with hotel policies and actively upsell whenever opportunities arise.

Education, Qualifications and Experience

You should hold a diploma in Hospitality Management or a related field, with previous experience in hotel reservations, preferably within the hospitality industry.

You must be fluent in both written and spoken Arabic and English, with excellent communication and interpersonal skills. Computer literacy and proficiency in hotel reservation systems are essential, while knowledge of additional languages will be considered an advantage.

Knowledge and Competencies

The ideal candidate will be customer-focused, with a highly proactive personality and a courteous, dynamic and approachable manner.

You should demonstrate professionalism, strong interpersonal skills and the ability to build and maintain effective relationships with both internal and external customers. You must also be capable of working independently within a structured environment while demonstrating the following competencies:

• Understanding the Job
• Teamwork
• Taking Responsibility
• Recognizing Differences
• Adaptability
• Customer Focus
• Effective Communication