Reservations Agent

Overview

Rotana Hotels is looking for a guest-oriented, energetic Reservations Agent who can help deliver high-quality service and practical solutions to guests. The role focuses on ensuring reservations are handled accurately, communication is smooth, and service standards are consistently met.

Key Responsibilities

• Receive, process, and confirm guest room bookings submitted by clients through phone, letter, or fax.
• Enter reservation details into the system with complete and accurate information, while handling questions, complaints, and special requests related to bookings.
• Stay current on hotel offers and promotions, and follow the proper procedures for room reservations, pricing, confirmations, and hotel facilities.
• Demonstrate strong product awareness, understand pricing structures, and apply revenue and rate management practices correctly.
• Keep reservation records organized, maintain the correspondence filing system, and prepare reports when requested by the Reservations Manager or Supervisor.
• Support positive public relations and contribute to efforts that help grow business.
• Monitor room status carefully to ensure updates remain accurate at all times.
• Answer incoming calls according to hotel standards, process faxed information promptly, and regularly review incoming emails.
• Arrange visa requests for hotel guests in line with hotel policy and look for opportunities to upsell whenever appropriate.

Education and Experience

A diploma or degree in hospitality is required, along with prior work experience in hotel reservations. The candidate should be comfortable using computers and have strong written and spoken English. Knowledge of additional languages will be considered an advantage.

Competencies

• Strong customer orientation
• Proactive and friendly approach
• Courteous, dynamic, and approachable manner
• Ability to work independently within a structured setting
• Professional communication with internal and external stakeholders
• Team collaboration
• Responsibility and accountability
• Adaptability
• Respect for individual differences
• Commitment to service quality

Additional Information

This role requires someone who can maintain professionalism while balancing guest service, reservation accuracy, and business support tasks in a hotel environment.