Reservations and Communication Centre Agent

Respond promptly and courteously to all reservation inquiries via phone, email, and online channels.

Process new bookings, modifications, and cancellations accurately in the reservation system.

Ensure all information is recorded correctly, including guest details, special requests, and payment information.

Promote hotel facilities and upsell room categories and packages to maximize revenue.

Maintain strong product knowledge of the hotel, room types, rates, and promotions.

Handle guest inquiries and complaints professionally, ensuring satisfaction and resolution.

Coordinate with the Front Office, Sales, and Revenue departments to ensure smooth guest experiences.

Follow up on tentative and group bookings, ensuring conversion and accuracy.

Prepare daily reservation reports and assist in updating occupancy forecasts.

Maintain confidentiality of guest information and adhere to company policies and procedures.

Diploma or Bachelor’s degree in Hospitality, Business, or a related field.

Previous experience in a reservations or customer service role, preferably in the hospitality industry.

Proficiency in hotel reservation systems (e.g., Opera, Fidelio, or similar PMS).

Excellent communication skills in English (Arabic is a plus).

Strong organizational and multitasking abilities.

Customer-oriented attitude with a focus on problem-solving.

Ability to work under pressure and handle multiple tasks simultaneously.

Attention to detail and accuracy in data entry.