Reservations Agent - Waldorf Astoria Ras Al Khaimah

Hilton; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global hospitality company is seeking a Reservations Agent to serve as the main contact for room reservations. You will ensure exceptional customer service, manage bookings, and maintain accuracy in reservations. Ideal candidates possess proficiency in Arabic and English, with previous experience in luxury hospitality preferred. This role is based in Ras al-Khaimah and may involve hybrid working conditions.

Qualifications

• Previous experience as a Reservations Agent in a 5-star hotel is advantageous.
• Must have strong customer service skills and attention to detail.

Responsibilities

• Convert inquiries into confirmed bookings efficiently.
• Handle all incoming reservation-related emails promptly.
• Identify potential sales opportunities.
• Respond professionally to all customer inquiries.

Skills

Proficiency in Arabic

Excellent communication skills in English

Strong attention to detail

Professional telephone manner

Proficiency with reservation systems

Customer service orientation

Job description

A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer excellent service and influence the Guest's decision to stay at the property.

What will I be doing?

As a Reservation Agent, you will serve as the first point of contact for room reservations within the hotel. A Reservation Agent is responsible for providing excellent customer service, presenting options, and offering solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

• Convert inquiries into confirmed bookings efficiently
• Handle all incoming reservation-related emails promptly, adhering to standard response times
• Identify potential sales opportunities
• Respond professionally to all customers, ensuring reservations are accurate and meet guest expectations
• Explain booking terms and policies for various packages
• Manage group reservations, including creating SRPs, Group Master, rooming lists, and package setups (if applicable)
• Ensure all reservation requests are processed accurately, sharing relevant information with concerned departments
• Handle modifications or cancellations from guests and partners
• Build and maintain strong relationships with partners, regular bookers, and repeat guests
• Follow up on payments for reservations requiring prepayments, such as deposits or cash payments from travel agents
• Collaborate with other departments, including Front Office, Commercial, and Finance
• Review no-shows and late cancellations and take appropriate action

What are we looking for?

A Reservations Agent representing Hilton brands works on behalf of our Guests and collaborates with Team Members. To succeed in this role, you should embody the following attitudes, behaviors, skills, and values:

• Proficiency in Arabic and excellent communication skills in English
• Strong attention to detail to ensure reservation accuracy and correct guest information
• A passion for delivering exceptional customer service and ensuring guest satisfaction
• Professional telephone manner and effective communication skills
• Proficiency with reservation systems and computer skills
• Previous experience as a Reservations Agent in a 5-star hotel or luxury hospitality setting is advantageous

What will it be like to work for Hilton?

Hilton is a leading global hospitality company, offering a range of accommodations from luxury hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has provided business and leisure travelers with outstanding accommodations, service, amenities, and value. Hilton is committed to delivering exceptional guest experiences across its global brands. Our vision, “to fill the earth with the light and warmth of hospitality,” unites us as a team dedicated to creating remarkable hospitality experiences worldwide. Our Team Members are at the heart of this mission!