Reservations Agent

About the Role

Rotana Hotels is seeking a dedicated Reservations Agent to join our team in Jiddah and Makkah, Saudi Arabia. This full-time role focuses on delivering excellent customer service by managing guest room reservations efficiently and accurately.

Role Overview

As a Reservations Agent, you will be responsible for maintaining effective communication regarding all reservations to ensure smooth and efficient service delivery for our guests. This position requires a guest-focused professional who can provide solutions and uphold high standards of service.

Key Responsibilities

• Process and confirm guest room reservations received via phone, letter, or fax.
• Input all reservation details into the computer system, ensuring all pertinent information is recorded.
• Address inquiries, complaints, and requests related to reservations promptly and professionally.
• Stay informed about all current promotions within the hotel and surrounding areas.
• Follow established procedures for processing room reservations, rates, confirmations, and information on hotel facilities.
• Demonstrate comprehensive product knowledge, understand rate structures, and apply rate management principles.
• Maintain an organized filing system for all correspondence and prepare reports as requested by the Reservations Manager or Supervisor.
• Promote and maintain positive public relations, actively seeking opportunities to maximize business.
• Ensure accurate room status is maintained at all times.
• Answer all incoming calls according to Rotana standards, input information received by fax, and regularly check incoming emails.
• Organize visa requests for hotel guests in line with hotel policy and identify opportunities for up-selling.

Qualifications and Experience

• A diploma or degree in the hospitality field is required.
• Previous experience (0-1 year) in hotel reservations is essential.
• Proficiency in computer applications is necessary.
• Excellent communication skills, both written and oral, in English are mandatory.
• Additional language skills are considered an asset.

Candidate Profile and Competencies

The ideal candidate will be customer-focused, demonstrating a proactive personality and a courteous, dynamic, and approachable character. You will be expected to work effectively with professionalism, establishing strong relationships with both internal and external customers. The ability to work independently within a structured environment is key, alongside the following competencies:

• Understanding the job
• Teamwork
• Taking Responsibility
• Recognising Differences
• Adaptability
• Customer Focus

Work Environment

This is a full-time position based in Jiddah, Makkah, Saudi Arabia, offering an opportunity to contribute to the guest experience at Rotana Hotels.