Reservation Agent (Arabic speaker)

Accor


Date: 2 weeks ago
City: Dubai
Contract type: Full time
Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

Job Description

We are seeking a professional and customer-focused Reservation Agent (Arabic speaker) to join our team at SO/ Uptown Dubai. As a key member of our reservation department, you will be responsible for handling incoming calls and inquiries in a friendly, efficient, and detail-oriented manner, ensuring exceptional customer service for our guests.

  • Answer incoming calls and respond to email inquiries promptly and professionally, providing accurate information about our accommodations, services, and promotions
  • Process reservations, modifications, and cancellations using our property management system, ensuring all details are entered accurately and in line with standard operating procedures
  • Upsell and cross-sell hotel services and amenities to maximize revenue while meeting guest needs
  • Handle guest inquiries and complaints with empathy and professionalism, working to resolve issues efficiently
  • Maintain up-to-date knowledge of hotel facilities, services, and current promotions
  • Collaborate with other departments to ensure seamless guest experiences
  • Prepare and maintain accurate reservation records, reports, and statistics
  • Assist in achieving department goals and objectives
  • Adhere to all company policies, procedures, and safety standards

Qualifications

  • Fluency in Arabic and English, with excellent verbal and written communication skills in both languages
  • Proven experience in customer service, preferably in the hospitality or travel industry
  • Strong interpersonal skills with the ability to interact professionally with guests from diverse cultural backgrounds
  • Proficiency in reservation software and booking systems (experience with Opera PMS is a plus)
  • Familiarity with Microsoft Office applications
  • Excellent time management and organizational skills
  • Detail-oriented with a strong focus on accuracy
  • Ability to work well in a team and collaborate effectively with other departments
  • Flexible to work in shifts, including weekends and holidays
  • Knowledge of local culture and customs in Dubai
  • Ability to remain calm and professional under pressure
  • Strong problem-solving skills and the ability to make decisions independently
  • Passion for delivering exceptional customer experiences

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