Reservations Agent

Role Overview

Rotana Hotels is looking for a guest-oriented and energetic reservations professional who can support smooth booking operations and help deliver excellent service to hotel guests. The role focuses on handling reservations efficiently, keeping communication clear, and offering solutions that improve the guest experience.

Key Duties

• Receive, process, and confirm guest room bookings submitted by phone, letter, or fax.
• Enter reservation details accurately into the system and respond to reservation-related questions, concerns, and requests.
• Stay informed about hotel promotions and apply the correct procedures for reservations, pricing, confirmations, and available facilities.
• Demonstrate strong understanding of the hotel’s products, rate structure, and rate management practices.
• Keep reservation files organized and prepare reports when requested by the Reservations Manager or Supervisor.
• Support the hotel’s public relations efforts and look for opportunities to help grow business.
• Maintain correct and current room status information at all times.
• Answer incoming calls according to Rotana service standards, process faxed information promptly, and monitor incoming emails regularly.
• Arrange visa requests for hotel guests in line with hotel policy and actively identify up-selling opportunities.

Education and Experience

A diploma or degree in hospitality is required, along with prior experience working in hotel reservations. Strong computer skills are essential, as well as fluent written and spoken English. Additional language abilities are considered an advantage.

Personal and Professional Competencies

The right candidate should be highly customer-oriented, proactive, courteous, dynamic, and approachable. The role also requires the ability to work professionally with both internal teams and external guests, maintain strong working relationships, and function independently within a structured environment.

Core Strengths

• Clear understanding of the role
• Ability to work well in a team
• Accountability and ownership
• Respect for different perspectives
• Adaptability in changing situations
• Strong customer service mindset