Reservations and Communication Centre Agent

Job Description

• Respond promptly and courteously to all reservation inquiries via phone, email, and online channels.

• Process new bookings, modifications, and cancellations accurately in the reservation system.

• Ensure all information is recorded correctly, including guest details, special requests, and payment information.

• Promote hotel facilities and upsell room categories and packages to maximize revenue.

• Maintain strong product knowledge of the hotel, room types, rates, and promotions.

• Handle guest inquiries and complaints professionally, ensuring satisfaction and resolution.

• Coordinate with the Front Office, Sales, and Revenue departments to ensure smooth guest experiences.

• Follow up on tentative and group bookings, ensuring conversion and accuracy.

• Prepare daily reservation reports and assist in updating occupancy forecasts.

• Maintain confidentiality of guest information and adhere to company policies and procedures.

Qualifications

• Diploma or Bachelor’s degree in Hospitality, Business, or a related field.

• Previous experience in a reservations or customer service role, preferably in the hospitality industry.

• Proficiency in hotel reservation systems (e.g., Opera, Fidelio, or similar PMS).

• Excellent communication skills in English (Arabic is a plus).

• Strong organizational and multitasking abilities.

• Customer-oriented attitude with a focus on problem-solving.

• Ability to work under pressure and handle multiple tasks simultaneously.

• Attention to detail and accuracy in data entry.