Reservations Agent

Role overview

Key responsibilities

• Process and confirm guest room reservations received by telephone, email, letters, and other channels.
• Enter reservation details accurately and handle related inquiries, complaints, and requests.
• Stay informed about promotions and offers, and follow procedures for room bookings, rates, confirmations, and hotel facilities.
• Apply hotel product knowledge, rate structure, and rate management strategies.
• Maintain correspondence files and prepare reports for the Reservations Manager or Supervisor.
• Maintain positive public relations, seek business opportunities, and keep room availability and status accurate.
• Answer calls to Rotana standards, process faxed reservations, and monitor email.
• Coordinate guest visa requests according to hotel policy and upsell when appropriate.

Education, qualifications and experience

• Hold a diploma in Hospitality Management or a related field.
• Have previous experience in hotel reservations; hospitality-industry experience is preferred.
• Be fluent in written and spoken Arabic and English.
• Have excellent communication and interpersonal skills, computer literacy, and proficiency in hotel reservation systems.
• Knowledge of additional languages is an advantage.

Knowledge and competencies

• The candidate should be customer-focused, proactive, courteous, dynamic, and approachable.
• Demonstrate professionalism and the ability to build effective relationships with internal and external customers.
• Work independently within a structured environment and demonstrate teamwork, responsibility, adaptability, and effective communication.