Reservations Agent

Roles and responsibilities

The Reservations and Royal Services Agent will play a crucial role in delivering exceptional guest experiences at Raffles and Fairmont Doha. This position requires a highly organized, customer-oriented individual with excellent communication skills and a strong ability to multitask. The successful candidate will handle reservations, guest inquiries, and provide personalized services to ensure the highest level of satisfaction.

Key Responsibilities

• Reservations Management:
  • Process and manage hotel room reservations efficiently and accurately.
  • Ensure all reservation details are correctly entered into the system.
  • Respond to guest inquiries regarding room availability, rates, and amenities.
  • Upsell hotel services and amenities to maximize revenue.
• Guest Services:
  • Provide personalized assistance to guests before, during, and after their stay.
  • Handle special requests and VIP arrangements to ensure a memorable guest experience.
  • Address guest concerns and resolve issues promptly and professionally.
  • Coordinate with other departments to fulfill guest needs and requests.
• Communication:
  • Maintain clear and effective communication with guests via phone, email, and in-person interactions.
  • Provide information about hotel facilities, services, and local attractions.
  • Collaborate with the Front Office and other departments to ensure seamless guest experiences.
• Administration:
  • Maintain accurate records of guest interactions and transactions.
  • Prepare reports on reservations, occupancy, and guest feedback.
  • Assist in the preparation of promotional materials and packages.

Desired candidate profile

• Previous experience in reservations, guest services, or a similar role in the hospitality industry.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including weekends and holidays.
• Fluency in English; additional languages are a plus.
  

Personal Attributes

• High level of professionalism and integrity.
• Customer-focused with a warm and welcoming demeanor.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Adaptability to a fast-paced and dynamic environment.
• Process and manage guest reservations via phone, email, and online booking systems.
• Confirm, modify, and cancel reservations in an accurate and timely manner.
• Respond to guest inquiries regarding room availability, rates, policies, and amenities.
• Provide guests with detailed information about the hotel’s offerings, including special promotions, packages, and services.
• Assist in managing group bookings and special requests, coordinating with other departments as needed.
• Ensure all reservation details are accurately recorded in the property management system (PMS).
• Handle guest inquiries or issues with professionalism, ensuring guest satisfaction.
• Monitor and update availability and rates on booking platforms and the hotel’s website.
• Coordinate with the front desk and housekeeping departments to ensure seamless guest arrivals.