Reservations & Royal Services Agent

Overview

Key Responsibilities

• Handle hotel reservations, amendments, cancellations, and related guest inquiries accurately and efficiently.
• Provide personalized and professional service to guests via telephone, email, and internal communication channels.
• Manage calls and ensure all guest requests are followed through promptly and courteously.
• Maintain thorough knowledge of hotel facilities, room categories, promotions, services, and local attractions.
• Coordinate with Front Office, Housekeeping, Concierge, Engineering, and other departments to ensure seamless guest experiences.
• Upsell hotel rooms, dining venues, and hotel services where appropriate to maximize revenue opportunities.
• Ensure all guest preferences, profiles, and special requests are accurately updated in the hotel systems.
• Handle guest concerns and complaints professionally, ensuring timely resolution and guest satisfaction.
• Monitor room availability and reservation accuracy in line with hotel standards and procedures.
• Maintain confidentiality of guest information and adhere to all company policies and brand standards.
• Support departmental administrative tasks and reporting requirements as assigned.
• Contribute to a collaborative team environment and uphold the luxury service culture of Raffles & Fairmont Doha.