Reservations and Service Center Agent

OVERVIEW/BASIC FUNCTION:

Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and general hotel information.

RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Handling incoming and outgoing calls promptly with a pleasant tone of voice and routing calls to proper extensions
• Providing general information about the hotel facilities (SPA, F&B inquiries) and assisting callers by utilizing the telephone switchboard and the hotel computer system
• Accepting and placing wake-up calls for inhouse guests.
• Processes room reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
• Assisting sales with group reservations.
• Maintain complete knowledge of:
a. All hotel facilities/services, hours of operation.
b. All guest room layouts, bed types, decor, appointments and locations.
c. Room availability for any given day.
d. Restricted dates, rates and room types.
e. Room rates, packages and promotions.
f. Specific arrangements between hotel and travel agencies, corporate reservations center.
g. Entertainment/special events scheduled in the hotel.

QUALIFICATIONS:
• Experience: Minimum one year’s experience as a reservation’s agent or a similar role, preferably for a luxury or ultra-luxury hotel. Hotel operational exposure (i.e., Spa, F&B, and Reservations) is preferred.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Experience in Opera. Ability to suggestively sell; ability to input and retrieve
information from the hotel reservations system.
• Language: Required to speak, read and write English; Arabic is preferred but not mandatory.
• Physical Requirements: Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.