Reservations Agent
Job Description
We are currently seeking for passionate and dynamic guest focused Revenue professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Reservations Agent you are responsible to maintain effective communication on all reservations made to ensure smooth and efficient service delivery and your role will include key responsibilities such as-
- Process and confirm guest room reservations made by clients on the phone, letter or fax
- Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations
- Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc.
- Show complete product knowledge, understand rate structure and apply rate management
- Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor
- Promote and maintain good public relations and endeavors to maximize business
- Maintain an accurate room status at all times
- Ensure all incoming calls are answered as per the Rotana standards, information received by fax is inputted and check constantly the incoming e-mails
- Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified
Skills
Education, Qualifications & Experiences
You should have a diploma / degree within the hospitality field and previous experience in hotel reservations. You must be a computer literate with excellent communication skills, written and oral proficiency in English, while additional language skills are an asset.
Technical Skills:
- Computer Literate: Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint), email systems, and other basic office software. Ability to quickly learn new software tools and platforms.
- Reservation Software: Strong knowledge of online reservation systems (ORS) and channel management tools. Ability to manage reservations from various sources such as direct bookings, OTAs (Online Travel Agents), and GDS (Global Distribution Systems).
- Data Entry & Attention to Detail: Accurate data entry skills with high attention to detail, ensuring all guest information and booking details are entered correctly.
- Problem-Solving: Ability to troubleshoot issues related to bookings, availability, customer requests, and payment discrepancies efficiently.
Language Skills:
- Proficiency in English: Excellent communication skills, both written and verbal, in English are essential to communicate effectively with guests and internal teams.
- Additional Languages: Proficiency in other languages (e.g., Spanish, French, German, Arabic) is a strong asset, as it enhances communication with international guests and clients.
Interpersonal & Communication Skills:
- Clear Communication: Strong verbal and written communication skills for liaising with guests, team members, and external partners. Ability to convey information clearly, concisely, and professionally.
- Active Listening: Strong listening skills to understand guest needs, complaints, and feedback, providing appropriate solutions.
- Teamwork: Ability to collaborate effectively with front desk teams, housekeeping, and other hotel departments to ensure guest satisfaction and smooth operations.
Knowledge & Competencies
The ideal candidate will be customer focused and with an extremely proactive personality and a courteous, dynamic and approachable character. You will work effectively with professionalism and establish effective relationships with internal and external customers. You work independently within a structured environment while possessing following additional competencies-
Understanding the job
Teamwork
Taking Responsibility
Recognising Differences
Adaptability
Customer Focus
Education
Hospitality Management or Equivalent
Driver – Front Office
Job Description
We are currently seeking for passionate and dynamic guest focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As a Driver you are responsible to meet and provide assistance to hotel guest upon arrival and departure, assist in any driving related duties and responsibilities whereby your role will include key responsibilities such as-
- Ensure guests are greeted upon arrival
- Open car doors for arriving and departing guests and escort them to the lobby
- Maintain an up to date knowledge of the hotel and services and supply information and respond to guest queries
- Ensure effective handover is done, gaining information from earlier shift
- Forward all guest complaints or problems to the manager on duty
- Perform any trips and drives with the hotel car / bus as requested
- Control all guests’ car keys
- Ensure that an effective handover is made to the night shift in conjunction with the early Shift Leader
- Establish, promote and maintain good public relations while meeting or exceeding guest expectations
- Maintain the parking spaces and key cabinet and ensure cleanliness is to the maximum
- Ensure that airport / crew transportation flow is maintained effectively
Skills
Education, Qualifications & Experiences
You should ideally have a vocational training in the hospitality field with previous experiences in the Front Office / Transportation field. You must also have fluency in both written and spoken English and need to be a holder of a valid local Driving License and be well versed with the country traffic laws.
Knowledge & Competencies
The ideal candidate will be a well presented, an outgoing and friendly attitude. You are an extremely proactive and ‘switched on’ person with a hands-on and flexible approach and be able to adapt to unpredictable events. You are reliable and will thrive working in a busy environment & stay calm under pressure, and should possess following competencies-
Understanding the Job
Taking Responsibility
Recognizing Differences
Customer Focus
Customer Focus
Adaptability
Teamwork
