Reservations Agent

Roles and responsibilities

As Reservations Agent you will directly support the Reservations Supervisor in driving the performance of the reservations team on property, confirming room bookings, day-use bookings, adventure park bookings. You will ensure that all SOP's are being adhered to. You will further assist in maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations, maximising revenue opportunities and satisfaction of guests and team members. You will ensure monitoring of daily arrivals for all guest requests to be carried out and communicated to. You will be working on inventory management, including allotments, groups blocks and rate codes in all applicable systems. Further you will assist the Reservations Manager for driving up- selling within the property and to ensure optimal use of all distribution channels, e.g. IBE, GDS, Tour Operators, Small Luxury Hotels, Regional and Corporate Sales Offices.
1. Reservation Handling:
Assist customers in making reservations for hotel rooms, flights, car rentals, tours, or other services.
Manage reservation inquiries via phone, email, online platforms, or in-person.
Confirm reservations and provide customers with relevant details, including pricing, policies, and booking terms.
2. Customer Service:
Provide exceptional customer service by addressing customer queries, concerns, and complaints professionally.
Offer suggestions and recommendations tailored to the customer’s preferences and budget.
3. Booking Management:
Accurately input reservation details into the system and ensure all information is up to date.
Modify or cancel bookings per customer requests while adhering to company policies.
Handle group bookings or special requests, coordinating with other departments as needed.

Desired candidate profile

Excellent communication skills
Arabic Speakers preferred
Experience in similar position is an advantage
Knowledgeable in OPERA
Be able to work shifts, weekends and public holidays
Computer skills in MS Office and Outlook; experience with OPERA system
Familiar with the hotel operations available technology (PMS & RMS) and all distribution channels.
Understand the dynamics of regional & local market, local competitors and events of the destination.
Communication Skills: Strong verbal and written communication skills for interacting with customers and team members.
Computer Literacy: Proficiency in using reservation software, property management systems (PMS), and Microsoft Office Suite.
Problem-Solving Skills: Ability to resolve customer complaints or issues effectively and efficiently.
Organizational Skills: Excellent time management and attention to detail to manage multiple bookings and inquiries simultaneously.
Sales Skills: Competence in upselling and promoting additional services or products.
3. Experience:
Prior experience in a customer-facing role, such as in hospitality, travel agencies, or call centers, is preferred but not always required.
Familiarity with global distribution systems (GDS) like Amadeus, Sabre, or Galileo is a plus for travel industry roles.
4. Personal Attributes:
Customer-Oriented: Friendly, approachable, and committed to providing outstanding service.
Patience and Empathy: Ability to handle challenging customers or situations with tact and understanding.
Team Player: Willingness to collaborate with colleagues to achieve customer satisfaction.
Adaptability: Comfortable working in fast-paced environments and dealing with last-minute changes.