Reservation Agent

Roles and responsibilities

• Responds to enquiries about hotel products and services over the telephone, fax, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, visas and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures of Fairmont
• High communication skills verbal and written. Perfect use of English. Command of Arabic will be considered and important asset
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
  

Qualifications

• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated communication skills.
• Proficient in English language (Verbal and written), second language is an asset. Arabic is a must.
• Possesses full command Opera and other Microsoft applications (necessary training will be provided). Computer literacy in Windows, MS Office Suite is a must.
• 2-year experience in similar positions and customer service

Desired candidate profile

• Handling Reservations:

  • Take reservations via phone, email, online booking platforms, or in person.
  • Process bookings for accommodations, flights, car rentals, or other services accurately and efficiently.
  • Update and modify bookings as needed, including cancellations or changes to dates, room types, or guest details.

• Providing Information:

  • Answer guest inquiries regarding room availability, rates, services, and policies.
  • Provide detailed information about amenities, special offers, seasonal promotions, or package deals.
  • Assist guests in selecting the right accommodation based on their preferences and requirements.

• Managing Booking Systems:

  • Use reservation software or property management systems (PMS) like Opera, ResNexus, or Sabre to input and manage reservations.
  • Ensure that all reservation details (guest names, check-in/check-out dates, payment information, special requests) are accurately entered into the system.

• Handling Cancellations and Modifications:

  • Process cancellations and changes to reservations, ensuring compliance with cancellation policies.
  • Notify guests of any changes in reservations or issues, such as overbooking or unavailable services.

• Providing Exceptional Customer Service:

  • Assist customers in finding the best options for their needs and answer any concerns or questions they may have about their reservations.
  • Offer personalized service by recommending local attractions, special requests, or upgrades to enhance the guest experience.

• Coordinating with Other Departments:

  • Work closely with other departments, such as front desk staff, housekeeping, and sales, to ensure smooth check-in/check-out procedures and room availability.
  • Communicate guest preferences or special requests to ensure their needs are met during their stay.