Reservation Agent - Arabic speaker

Description

Main Duties

• Manage reservation requests received through telephone, email, online platforms, and other communication channels in a professional and timely manner.
• Provide accurate information regarding room categories, rates, packages, promotions, facilities, services, and hotel offerings to prospective guests.
• Process, modify, and cancel reservations in accordance with established procedures while ensuring accuracy of guest profiles and booking details.
• Deliver personalized service in both Arabic and English, assisting guests with inquiries, special requests, preferences, and travel-related requirements.
• Maximize room revenue through effective upselling, cross-selling, and promotion of available room categories, packages, and hotel services.
• Maintain comprehensive knowledge of accommodation offerings, promotions, policies, and guest experiences to provide informed recommendations.
• Liaise closely with Front Office, Sales, Revenue Management, and other operational departments to ensure seamless handling of reservations and guest requirements.
• Monitor room availability, booking patterns, and reservation status to support occupancy and revenue objectives.
• Ensure all reservation records, guest profiles, market segments, and booking information are maintained accurately within the property management system.
• Handle group inquiries, corporate bookings, travel trade requests, and special arrangements in accordance with established guidelines.
• Respond promptly and professionally to guest feedback, concerns, and booking-related issues, ensuring effective resolution and guest satisfaction.
• Maintain confidentiality of guest information and ensure compliance with company policies, data protection requirements, and reservation procedures.
• Prepare reservation reports, booking forecasts, and administrative documentation as required by management.
• Support the achievement of departmental goals through teamwork, operational efficiency, and a commitment to exceptional guest service.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 1-2 years of experience in Reservations, Front Office, Guest Services, or a similar hospitality role, preferably within a luxury hotel environment.
• Fluency in both Arabic and English, with excellent verbal and written communication skills.
• Strong understanding of reservation operations, room inventory management, and guest service standards.
• Experience with Property Management Systems (PMS), Central Reservation Systems (CRS), and Microsoft Office applications.
• Strong sales, upselling, and customer relationship management skills.
• Excellent organizational skills with high attention to detail and accuracy.
• Ability to manage multiple priorities while maintaining professionalism in a fast-paced environment.
• Strong interpersonal and problem-solving skills with a guest-focused approach.