Reservations Agent

Job Overview

We are seeking enthusiastic and guest-oriented professionals specialized in revenue management who excel at delivering exceptional customer service and innovative solutions to our guests. This role is located at Al Ain Rotana in the United Arab Emirates.

Key Responsibilities

• Handle and confirm guest room bookings received via phone, letter, or fax with accuracy and efficiency.
• Record all reservation details in the system, addressing inquiries, complaints, and specific requests related to bookings.
• Stay informed about hotel promotions and follow established protocols to manage room reservations, rates, confirmations, and hotel amenities.
• Demonstrate thorough knowledge of hotel products, understanding the pricing structures and applying effective rate management.
• Maintain organized filing systems for correspondence and prepare reports as requested by the Reservations Manager or Supervisor.
• Foster strong public relations to maximize business opportunities.
• Ensure the room availability status remains accurate at all times.
• Meet Rotana's standards for answering incoming calls, promptly process information received by fax, and continuously monitor incoming emails.
• Coordinate visa requests for guests according to hotel policies and take advantage of occasions to up-sell services.

Qualifications and Skills

• Hold a diploma or degree in hospitality or related fields.
• Previous experience working in hotel reservations is required.
• Proficient with computers and excellent in both written and spoken English; additional languages are advantageous.
• Customer-centered approach with proactive attitude, courteous, dynamic, and approachable personality.
• Ability to work professionally and independently while maintaining effective relationships with both internal teams and external customers.
• Competencies include clear understanding of job expectations, teamwork, accountability, cultural sensitivity, adaptability, and a strong focus on customer satisfaction.