Reservations Agent

Khalidiya Palace Rayhaan by Rotana; Abu Dhabi; On-site; AED 70,000 - 100,000; Full time

Job summary

Khalidiya Palace Rayhaan by Rotana in Abu Dhabi is seeking a passionate Reservations Agent to deliver outstanding guest service. You will manage reservations by phone, letter, or fax and input details into the system, ensuring accuracy and timely responses.

You should hold a hospitality diploma or degree, have prior hotel reservations experience, be computer literate, and communicate in fluent English; additional languages are a plus.

Qualifications

• Diploma or degree in Hospitality or related field.
• Strong written and spoken English.
• Polished communication and guest service mindset.

Responsibilities

• Process and confirm guest reservations by phone, letter, or fax.
• Input reservations into the system accurately and respond to inquiries and requests.
• Stay informed about promotions and rate structures; apply knowledge to bookings.
• Maintain accurate room status and input all guest information.
• Upsell opportunities identified during reservation handling.
• Handle inquiries and complaints professionally and escalate as needed.
• Organize visa requests and coordinate with guests as per hotel policy.

Skills

Communication skills

English proficiency

Teamwork

Education

Diploma / degree 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

Skills

Education, Qualifications & Experiences

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 & 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