Overview
Centro, Rotana’s affordable hotel brand, redefines the conventional concept of economical comfort by offering superior-class accommodation and hospitality. With this stylish brand of low-cost hotels, Rotana hopes to meet the demands of the new generation of travellers who seek both finesse and functionality at reasonable rates. Young and fresh in its approach, Centro is a contemporary concept that is original in its presentation yet dynamic in its offerings. As the name suggests, the locations of Centro properties are at the heart of business or commercial districts in major cities across the region. Highly distinctive and providing unique living spaces in a contemporary environment, the Centro concept has been thoroughly researched. The result is a new, highly efficient operational model which provides essential amenities and necessities specifically geared towards people who spend a lot of time travelling either for business or for pleasure.
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.
Technology Proficiency
- Skill: Computer Literacy — Proficient in using reservation software and hotel management systems, as well as email and other communication platforms.
- Skill: CRM Knowledge — Using Customer Relationship Management (CRM) systems to track and manage guest preferences, past stays, and upcoming bookings.
Teamwork and Collaboration
- Skill: Collaboration — Working effectively as part of a team, communicating clearly with colleagues in other departments (e.g., housekeeping, front desk) to ensure smooth service delivery.
- Skill: Team Spirit — Being willing to support the team and take responsibility for tasks, especially during busy periods or high-demand seasons.
Adaptability and Flexibility
- Skill: Adaptability — Quickly adjusting to changes in reservations, hotel policies, guest needs, or unforeseen issues (e.g., cancellations or no-shows).
- Skill: Handling Pressure — Maintaining composure and efficiency in a high-pressure, fast-paced environment, especially when dealing with peak reservation times or high guest demands.
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
Guest Service Agent
Job Description
We are currently looking for dynamic, and self motivated Front Office professionals who want to move their careers forward.
As a Guest Service Agent you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as-
- Offer consistently professional, friendly, warm and engaging service
- Give a warm welcome and check in guests taking into account the established SOPs
- Check out of departing guest in accordance with the established standards
- Sell rooms to walk-in guests and be responsible for all pro-active and day-to-day facilities issues
- Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy
- Corporate with colleagues from all departments, in particular Housekeeping, Finance and Reservation
- Ensure that the Guest Service Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact
- Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
- Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings
Skills
Education, Qualifications & Experiences
You should ideally have a degree in hospitality with previous experiences in the Front Office Department within a hotel. Excellent written and verbal English communication skills and knowledge in an additional language, along with strong interpersonal and problem solving abilities are essentials. Computer literate and previous experiences with Opera are an advantage.
Knowledge & Competencies
The ideal candidate will be customer driven and an extremely proactive and ‘switched on’ personality with an outgoing, charismatic and approachable character. You will work well under pressure in a fast paced environment and be a great team player, who thrives in working with a multi-cultural team and guests alike, while possessing following additional competencies-
Understanding the Job
Taking Responsibility
Recognizing Differences
Customer Focus
Adaptability
Teamwork
