Reservations Agent

Job Description We are looking for passionate, dynamic and guest-focused Revenue professionals who take pride in delivering outstanding customer service and creative solutions to our guests. As a Reservations Agent, you will keep communication effective on all reservations, so that service is smooth and efficient. KEY RESPONSIBILITIES * Process and confirm guest room reservations made by clients by phone, letter or fax. * Enter all reservations into the system and record all relevant information. Handle enquiries, complaints and requests about reservations. * Stay up to date with promotions in and around the hotel. Follow established procedures to process room reservations, rates, confirmations and hotel facilities. * Show complete product knowledge, understand the rate structure and apply rate management. * Maintain the established filing system for all correspondence. Prepare reports as required by the Reservations Manager or Supervisor. * Promote and maintain good public relations, and work to maximise business. * Keep room status accurate at all times. * Make sure all incoming calls are answered to Rotana standards, information received by fax is entered, and incoming emails are checked constantly. * Organise visa requests for hotel guests as per hotel policy, and upsell whenever you identify an opportunity. Requirements EDUCATION, QUALIFICATIONS AND EXPERIENCE * A diploma in hospitality. * Previous experience in hotel reservations. * Computer literacy. * Excellent communication skills, with written and spoken proficiency in English. * Additional language skills are an asset. COMPETENCIES The ideal candidate is customer-focused and extremely proactive, with a courteous, dynamic and approachable character. You work with professionalism and build effective relationships with internal and external customers. You can work independently within a structured environment. Key competencies: * Understanding the job * Teamwork * Taking responsibility * Recognising differences * Adaptability * Customer focus