Process and manage guest reservations through multiple channels including phone, email, and online booking systems
- Provide accurate information about room availability, rates, amenities, and special offers to potential guests
- Maintain detailed and organized reservation records, ensuring all guest information is entered correctly and securely
- Handle guest inquiries and special requests with professionalism and empathy, offering customized solutions when possible
- Manage cancellations and modifications to existing reservations in a timely and courteous manner
- Coordinate with other departments to ensure guest preferences and special requirements are communicated effectively
- Resolve booking discrepancies and guest concerns with problem-solving skills and a supportive approach
- Multitask efficiently during peak booking periods while maintaining accuracy and attention to detail
- Follow company policies and procedures to ensure compliance and consistency in all reservation operations
- Contribute to achieving occupancy targets and revenue goals through effective sales techniques and upselling opportunities
Proven experience as a Reservations Agent, customer service representative, or similar role in the hospitality or travel industry
- Proficiency with reservation management systems and booking platforms
- Strong verbal and written communication skills in English; Arabic language skills are highly preferred
- Excellent organizational abilities with strong attention to detail and accuracy in data entry
- Demonstrated time management skills with the ability to prioritize multiple tasks simultaneously
- Customer-focused mindset with the ability to remain calm and professional under pressure
- Problem-solving skills and the ability to handle guest concerns with empathy and support
- Proficiency with computer systems and Microsoft Office applications
- Familiarity with Customer Relationship Management (CRM) systems is preferred
- Knowledge of the hospitality industry and guest service standards is advantageous
- Ability to work flexible schedules, including weekends and holidays as required
