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About the Company

Join Gamra by Mantis, a distinguished hotel within the Accor group comprising over 45 brands, 5,500 hotels, and 10,000 hospitality destinations worldwide. The company values every contribution its employees make towards fostering a positive, memorable environment for guests, colleagues, and the planet, embodying a vision of responsible hospitality. Embrace the opportunity to become a Heartist® and follow your passion in this fast-paced, vibrant environment.

Role Overview

The Reservations Agent is entrusted with managing all reservation inquiries with efficiency and professionalism. The role focuses on maximizing room revenue while providing outstanding guest service. Key duties include ensuring accuracy in reservations, promoting resort facilities and experiences, and delivering a smooth booking process that aligns with Gamra by Mantis and Accor standards.

Key Responsibilities

Manage reservation requests received via phone, email, website, travel agents, and online platforms.
Accurately and promptly handle new bookings, modifications, cancellations, and special guest requests.
Enter all reservations correctly into the Property Management System such as Opera Cloud or similar software.
Confirm room availability, pricing, packages, and any booking restrictions.
Upsell room types, resort experiences, and promotional offers to boost revenue.
Maintain detailed guest profiles and reservation documentation.
Respond professionally and timely to guest inquiries providing detailed resort information including accommodation, dining, activities, and nearby attractions.
Coordinate any special guest requests with respective departments to ensure satisfaction.
Address guest concerns and escalate issues appropriately.
Encourage direct bookings to support revenue goals and assist in implementing sales promotions and strategies.
Monitor booking patterns and report trends to management regularly.
Collaborate closely with Front Office, Housekeeping, Sales, Finance, and other teams to ensure seamless operations.
Notify departments of VIP arrivals, group bookings, and special requests to facilitate smooth guest experiences.
Prepare daily reservation reports and arrival lists, maintaining accurate administrative records.
Adhere strictly to reservation policies, organizational procedures, and brand standards while safeguarding guest confidentiality.

Qualifications and Experience

Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related discipline.
At least 12 to 24 months experience working in Reservations, Front Office, or Guest Services in hotels or resorts.
Being experienced within a hotel environment is advantageous.
Strong command of spoken and written English; Arabic language skills are highly desirable.
Excellent sales aptitude and customer service skills.
Proficiency with Microsoft Office software.
Familiarity with Opera Cloud or equivalent Property Management Systems is beneficial.
Solid understanding of reservation protocols, distribution channels, and revenue management principles.
Knowledge of the Al Bahah region and its local attractions is a plus.
Basic awareness of Saudi labor laws and hospitality regulations is preferred.

Additional Information

At Gamra by Mantis, the emphasis is on creating impactful guest experiences inspired by nature, culture, and adventure. We seek individuals passionate about hospitality who are eager to deliver exceptional service and create memorable journeys through authentic care and personalized attention.

Reservations Agent