Reservations Agent📣 Job Ad

About the Role

IHG Hotels & Resorts is seeking a full-time Reservations Agent to join its team in Umluj, Tabuk, Saudi Arabia. This role is integral to managing guest bookings and inquiries, ensuring a seamless and positive experience from the initial contact. The Reservations Agent contributes directly to guest satisfaction by providing comprehensive information and efficient service.

Role Purpose

The primary purpose of the Reservations Agent is to handle all guest inquiries, process accommodation bookings, and provide detailed information about the hotel’s services and amenities. This position requires a strong focus on customer service to ensure every guest receives accurate information and a smooth booking process, thereby enhancing their overall experience with IHG Hotels & Resorts.

Key Responsibilities

• Answer incoming calls and emails promptly and professionally.
• Assist guests with room reservations, modifications, and cancellations.
• Accurately input reservation details into the hotel’s booking system.
• Provide detailed information about room rates, packages, amenities, and local attractions.
• Maximize room sales by upselling upgrades, packages, and promotions.
• Verify credit card information and process payments when necessary.
• Coordinate with front desk, housekeeping, and other departments to ensure special guest requests are fulfilled.
• Maintain accurate and up-to-date records of all reservations and guest preferences.
• Manage guest inquiries and reservations on third-party booking platforms.
• Handle guest complaints and concerns with a positive attitude and escalate as needed.
• Stay informed about hotel policies, procedures, and promotions.
• Perform other duties as assigned by the Reservations Manager or Director of Revenue.

Qualifications and Experience

• Bachelor diploma or equivalent; a degree in hospitality or a related field is advantageous.
• Previous experience in reservations, front desk, or customer service is preferred.
• Proficiency in using reservation software (PMS), email, and phone systems.

Required Skills and Attributes

• Strong communication and interpersonal skills.
• Demonstrated problem-solving abilities and a customer service orientation.
• Excellent organizational and multitasking abilities.
• High attention to detail and accuracy.
• Ability to work effectively in a fast-paced and high-pressure environment.
• Flexibility to work a varied schedule, including weekends and holidays.
• Ability to interact professionally with guests, team members, and third-party booking platforms.

General Requirements and Compliance

• Comply with hotel rules and regulations and provisions outlined in the employment handbook.
• Adhere to the company’s grooming standards to maintain a professional image for both the individual and the hotel.
• Comply with time and attendance policies established by the resort.
• Actively participate in training and development programs and seek opportunities for self-development.
• Demonstrate understanding and awareness of all policies and procedures related to health, hygiene, and fire life safety.
• Familiarize oneself with emergency and evacuation procedures.
• Ensure all security incidents, accidents, and near misses are logged in a timely manner and reported to the Reservations Manager / Director of Revenue.
• Comply with the company’s corporate code of conduct.
• Perform all tasks as directed by the Reservations Manager / Director of Revenue to achieve business goals.