Reservations Agent

• Understand and comply with corporate policies and standard operating procedures.
• Answer the hotel’s main telephone line and connect guests and colleagues to the correct extensions.
• Process and confirm guest reservations for rooms, food and beverage, and spa services.
• Verify room availability and explain guarantee and cancellation policies to callers.
• Address guest questions regarding property facilities and services.
• Maintain knowledge of all hotel features, services, and hours of operation.
• Monitor customer satisfaction and resolve any issues.
• Ensure compliance with MOHG Social Media Policy and other hotel protocols.

The reservations officer is the main link between the hotel and the guests. They are responsible for managing and confirming booking operations, working to provide an excellent experience for guests from the moment of booking until their arrival.

Responsibilities:

• Receiving guest inquiries via phone or email.
• Making and confirming reservations using the reservation management system.
• Providing accurate information about rooms, rates, and available services.
• Handling modifications or cancellations according to hotel policies.
• Cooperating with other departments to ensure high-quality service.
• Maintaining and regularly updating the customer database.

Qualifications:

• Previous experience in reservations or customer service.
• Excellent communication skills in both Arabic and English.
• The ability to work under pressure and manage time effectively.
• Familiarity with electronic booking systems.