Description

Job Summary:
The Reservation Agent is responsible for handling booking inquiries, confirming reservations, and providing excellent customer service to guests. This role involves managing reservations for accommodations, travel, or events, and ensuring a seamless booking process. The ideal candidate will have strong communication skills, attention to detail, and the ability to handle multiple tasks efficiently.

Key Responsibilities:

Booking Management:

Handle incoming reservation inquiries via phone, email, and online platforms.
Confirm and process reservations accurately, ensuring all details are correct.
Modify or cancel reservations as requested by guests.
Customer Service:

Provide exceptional customer service to guests, addressing their questions and concerns.
Offer information about available services, accommodation types, pricing, and special offers.
Assist guests with special requests and accommodate their needs whenever possible.
System Operations:

Utilize reservation software and systems to manage bookings.
Maintain up-to-date and accurate records of reservations.
Ensure all guest information is entered correctly and confidentially in the system.
Coordination and Communication:

Communicate effectively with other departments, such as front office, housekeeping, and sales, to ensure smooth operations.
Inform guests of booking confirmations, cancellations, and any changes to their reservations.
Coordinate with travel agents, tour operators, and other partners to manage group bookings.
Sales and Upselling:

Identify opportunities to upsell additional services and packages to guests.
Promote special deals, discounts, and loyalty programs.
Encourage repeat business by building and maintaining strong guest relationships.
Problem Solving:

Address and resolve any issues or complaints related to reservations.
Provide alternative solutions to guests when required.
Escalate unresolved issues to the appropriate manager or supervisor.
Qualifications and Skills:

High school diploma or equivalent; degree in hospitality, tourism, or a related field is a plus.
Proven experience as a reservation agent or in a similar customer service role.
Proficiency in reservation software (e.g., Opera, Amadeus, Sabre) and MS Office.
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Attention to detail and accuracy.
Ability to work independently and as part of a team.
Additional Requirements:

Fluency in English; knowledge of Arabic or other languages is an advantage.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Professional appearance and grooming standards.
Work Environment:

The role typically involves working in an office or front desk environment within a hotel, resort, or travel agency.
May require sitting for extended periods and using a computer and telephone.
Interaction with guests, team members, and external partners.
Handling multiple inquiries and tasks in a fast-paced setting.