Reservations Agent

Job Overview

We are seeking enthusiastic and guest-oriented Revenue professionals committed to delivering exceptional customer service and innovative guest solutions. The Reservations Agent plays a vital role in ensuring seamless communication and efficient processing of all guest room bookings.

Key Responsibilities

• Process and validate room reservations made via phone, letter, or fax.
• Enter all reservation details accurately into the system and address inquiries, complaints, and requests related to bookings.
• Stay informed about all current hotel promotions and strictly follow procedures for handling reservations, pricing, confirmations, and hotel amenities.
• Exhibit comprehensive knowledge of hotel products, rate structures, and implement rate management strategies.
• Maintain organized filing systems for correspondence and prepare reports as requested by the Reservations Manager or Supervisor.
• Foster positive public relations and actively seek opportunities to boost business.
• Keep accurate and up-to-date room status information consistently.
• Answer all incoming calls in accordance with Rotana's quality standards; promptly input information received from faxes and continuously monitor emails.
• Coordinate visa requests for guests in line with hotel policy and leverage opportunities to upsell services.

Qualifications and Experience

• Possess a diploma or degree in hospitality or related field.
• Proven prior experience in hotel reservations is required.
• Proficient with computers and possess excellent spoken and written English skills; knowledge of additional languages is advantageous.

Personal Attributes and Competencies

• Customer-centric approach with a proactive attitude.
• Polite, energetic, and approachable demeanor.
• Ability to work professionally and build effective relationships with guests and colleagues.
• Capable of operating independently within a structured environment.
• Strong understanding of job functions, teamwork spirit, accountability, cultural sensitivity, adaptability, and focus on customer needs.