Reservations Agent

We are looking for passionate, dynamic and guest-focused Revenue professionals who take pride in delivering outstanding customer service and creative solutions to our guests.

As a Reservations Agent, you will keep communication effective on all reservations, so that service is smooth and efficient.

Key Responsibilities

• Process and confirm guest room reservations made by clients by phone, letter or fax.
• Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations.
• Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities.
• Show complete product knowledge, understand the rate structure and apply rate management.
• Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor.
• Promote and maintain good public relations, and work to maximise business.
• Keep room status accurate at all times.
• Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly.
• Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity.

Education, Qualifications and Experience

• A diploma in hospitality.
• Previous experience in hotel reservations.
• Computer literacy.
• Excellent communication skills, with written and spoken proficiency in English.
• Additional language skills are an asset.

Competencies

The ideal candidate is customer-focused and extremely proactive, with a courteous, dynamic and approachable character. You work with professionalism and build effective relationships with internal and external customers. You can work independently within a structured environment.

Key competencies:

• Understanding the job
• Teamwork
• Taking responsibility
• Recognising differences
• Adaptability
• Customer focus