Reservations Agent

Role overview

Responsibilities

• Process and confirm reservations received by phone, letter, or fax; enter bookings and relevant information into the computer.
• Respond to inquiries, complaints, and requests related to reservations.
• Follow procedures for reservations, rates, confirmations, and hotel facilities; stay current on promotions.
• Understand the product and rate structure and apply rate management.
• Maintain correspondence files, compile requested reports, and keep room status accurate.
• Promote good public relations and contribute to maximizing business.
• Answer calls according to Rotana standards, enter faxed information, and check incoming emails regularly.
• Organize guest visa requests according to hotel policy and upsell when appropriate.

Education and qualifications

• A diploma degree within the hospitality field and previous hotel reservations experience are required.
• Computer literacy and excellent communication skills are required.
• Written and oral proficiency in English is required; additional language skills are an asset.

Knowledge and competencies

• The candidate should be customer-focused, proactive, courteous, dynamic, and approachable.
• Professionalism and effective relationships with internal and external customers are expected.
• The candidate should work independently within a structured environment.
• Listed competencies include understanding the job, teamwork, taking responsibility, recognizing differences, adaptability, and customer focus.