Department: Reservations
Industry: Hospitality / Hotels
Location: (Qatar or customizable)
Reports to: Reservations Manager / Revenue Manager
๐น Job Summary
The Reservations Agent is responsible for managing all guest reservation inquiries efficiently and professionally via phone, email, and online platforms. The role requires accuracy in handling booking systems, strong communication skills, and the ability to create exceptional guest experiences while contributing to revenue optimization within the hotel.
๐น Key Responsibilities
๐ Guest Interaction & Reservation Handling
- Respond promptly and professionally to reservation inquiries through phone, email, and all online communication channels.
- Assist guests in selecting rooms that best suit their preferences, travel needs, and budget.
- Enter and update accurate reservation details using the PMS Opera Cloud.
- Provide personalized service by addressing guest questions, concerns, and special requests courteously.
- Send timely booking confirmations and follow-up communications to guests.
๐ Revenue & Booking Optimization
- Promote direct bookings by educating guests on benefits such as flexibility, special rates, and added value.
- Upsell hotel rooms, packages, amenities, dining options, and services to maximize revenue.
- Implement revenue management strategies as directed by the Director of Revenue / Revenue Manager.
- Monitor inventory and room availability to ensure optimal occupancy and revenue generation.
- Make rate and allocation recommendations based on demand trends.
๐ Operational Coordination
- Collaborate effectively with housekeeping, front desk, sales, and other hotel departments to ensure smooth guest experiences.
- Coordinate special requests, including early check-in, late check-out, accessibility requirements, and VIP arrangements.
- Maintain clear communication between departments regarding arrivals, cancellations, and no-shows.
๐ Reporting & Administration
- Prepare daily reservation, cancellation, and no-show reports.
- Keep detailed and accurate records of all guest interactions, transactions, and modifications.
- Support administrative tasks and assist the Reservations Manager when required.
- Ensure compliance with hotel policies, SOPs, and service standards.
๐น Experience Required
- Minimum 2 years of experience in Front Office, Reservations, or Customer Service (preferably in hotels or tourism).
- Practical experience using Opera PMS / Opera Cloud.
- Strong background in handling guest bookings, room allocation, and daily reservation reports.
- Familiarity with OTA platforms (Booking.com, Expedia, Agoda) and channel management.
- Experience in telephone sales, call centers, or guest relations is advantageous.
- Previous work experience in multicultural environments or international hotel chains.
- Multilingual candidates (English, Arabic, French) are highly preferred.
- Proven ability to manage complaints, resolve issues calmly, and maintain excellent communication with guests.
๐น Required Skills
Soft Skills
- Time Management
- Teamwork & Collaboration
- Creative Problem Solving
- Passionate & Service-Oriented
People & Culture
- Team Management
- Positive attitude
- Adaptability to diverse cultures
Work Values
- Integrity
- Accountability
- Ownership
- Leadership
- Fun & Engagement
- Diversity
- Quality First
- Teamwork
- Excellence
- Fairness
๐น Benefits Provided
- Staff accommodation
- Staff transportation
- Learning & development programs
- Career growth opportunities
- Special staff rates at hotel restaurants
- Global employee rate across all Wyndham Hotels
- Team-building events & annual staff party
