Job Description

Reservations Agent (Arabic Speaker)
Reports to: Reservations Manager / Revenue Manager
Job Purpose:
To handle all incoming reservation inquiries efficiently and accurately, converting calls into bookings while providing exceptional customer service. To maintain the hotel's reservation system to ensure data integrity.
Key Responsibilities:

• Process reservation requests via phone, email, and online channels promptly and accurately.
• Handle and respond to guest inquiries regarding rates, availability, and hotel amenities.
• Input and update reservations in the Property Management System (PMS - e.g., Opera, Fidelio).
• Manage group booking blocks and individual reservations.
• Have a thorough knowledge of room types, rates, packages, and promotions.
• Effectively communicate with Arabic-speaking guests, ensuring their needs are met.
• Process prepayments, deposits, and send confirmation emails.
• Work closely with the Front Office and Sales departments.
• Meet and exceed individual and departmental conversion and upsell targets.
• Maintain guest profiles and preferences with high accuracy.

Qualifications & Requirements:

• Previous experience as a Reservations Agent or in a hotel front office role is required.
• Fluent in English and Arabic is mandatory.
• Proficiency in using a PMS, preferably Opera Cloud or Opera PMS.
• Excellent sales and customer service skills.
• Strong computer skills and ability to navigate multiple systems.
• Exceptional attention to detail and organizational skills.
• Ability to work under pressure in a fast-paced environment.

Skills Required