Reservations Agent

Rotana; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

Rotana in Abu Dhabi is seeking a Reservations Agent to deliver exceptional customer service and manage guest room reservations with accuracy. You will process bookings, input details, handle inquiries, and stay informed about promotions and rate structures, while maintaining filing systems and promoting guest relations.

The role requires a hospitality diploma, hotel reservations experience, and strong English communication.

Qualifications

• diploma in hospitality field.
• experience in hotel reservations.
• computer literate with excellent written and spoken English.

Responsibilities

• Process and confirm guest room reservations by phone, letter or fax.
• Input reservations into the system and handle inquiries or requests.
• Stay up to date with promotions and process room rates and confirmations.
• Understand rate structure and apply rate management.
• Maintain filing for correspondence and collate reports.
• Promote good public relations and maximize business.
• Maintain accurate room status at all times.
• Answer incoming calls per Rotana standards and input fax/email details.
• Organize visa requests for hotel guests per hotel policy and upsell when possible.

Skills

Customer focus

Proactive

Teamwork

Adaptability

Communication

Taking Responsibility

Professional demeanor

Education

Diploma in Hospitality

Job description

We are currently seeking for passionate and dynamic guest focused Revenue professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.

As a Reservations Agent you are responsible to maintain effective communication on all reservations made to ensure smooth and efficient service delivery and your role will include key responsibilities such as:

• Process and confirm guest room reservations made by clients on the phone/ letter or fax
• Input all reservations into the computer/ recording all pertinent information and attend to inquiries/ complaints and requests regarding reservations
• Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations/ rates/ confirmations/ hotel facilities/ etc.
• Show complete product knowledge/ understand rate structure and apply rate management.
• Maintain established filing system for all correspondence and collate reports as required by Reservations Manager or Supervisor.
• Promote and maintain good public relations and endeavors to maximize business.
• Maintain an accurate room status at all times.
• Ensure all incoming calls are answered as per the Rotana standards/ information received by fax is inputted and check constantly the incoming e mails.
• Organize visa request for hotel guest as per hotel policy and up sell whenever an opportunity is identified

Education/ Qualifications

You should have a diploma degree within the hospitality field and previous experience in hotel reservations. You must be a computer literate with excellent communication skills/ written and oral proficiency in English/ while additional language skills are an asset.

Knowledge and Competencies

The ideal candidate will be customer focused and with an extremely proactive personality and a courteous/ dynamic and approachable character. You will work effectively with professionalism and establish effective relationships with internal and external customers. You work independently within a structured environment while possessing following additional competencies

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