Reservations Agent (Arabic Speaking)

Accor; Manama; On-site; BHD 6,000 - 9,000; Full time

Job summary

Accor in Bahrain is seeking a Reservation Agent responsible for maximizing room revenue through proactive selling and referrals. You will act as the primary contact for revenue-related processes, manage reservations via email, phone, OTAs, and Brand.com, and maintain data accuracy in the PMS system.

The role emphasizes upselling, customer service excellence, and flawless follow-up on inquiries, cancellations, and non-guaranteed bookings, under guidance from the Reservations Team and Revenue

Responsibilities

• To maintain departmental brand standards.
• Maximize room s revenue through the conversion of telephone calls into sales.
• Achieve targeted goals in the LQA, Forbes, Hotel Mystery Shopping calls and LISTEN calls.
• Maintain the accuracy and cleanliness of the PMS Database.
• Ensure market segmentation is accurate for each reservation.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
• Produce quotations and written confirmation to FIT guest & Travel agencies.
• Complete understand and effective use of the Hotel's telephone system.
• Support the Reservations Team, Sales and Revenue Management with special projects as required.
• To have full and up to date knowledge of the hotel products and services.
• To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller s needs using a client‑oriented approach.
• To check arrival reports - 48 hours prior to arrival and 5 days prior to arrival
• To process transportation & trace reports.
• To handle all reservations through different channels (via email/telephone/ OTAs/ Brand.com) efficiently.
• To actively participate in maximizing revenue through up‑selling & cross‑selling by using effective upselling techniques.
• To follow up on non‑guaranteed bookings and pending payment.
• To handle no‑shows and cancellations as per policy.
• To handle all inquiries promptly within 24 hours, ensuring the customer receives a friendly, professional and efficient response that accurately meets their needs.
• To handle complaints promptly and professionally, demonstrating genuine care and concern under the supervision of the Manager on Shift.
• To liaise with the Supervisors/Management and team in order to ensure the smooth operation of Revenue processes and functions within the individual unit covered.
• To attend all necessary internal hotel meetings, i.e. function sheet meetings, operation meetings, etc, to fully represent the Revenue department when needed
• To prepare, update and file all correspondence relating to reservations and sales
• To maintain an effective mechanism for following up provisional business inquiries
• To ensure that the hotel is communicated on a daily basis in regards to V.I.P s, Arrivals and Management to greet, etc.
• To maintain the cleanliness and hygiene of the department, it s fixtures, fittings, and equipment. To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene
• To ensure all legal and statutory regulations and responsibilities are met in order to maintain a safe working environment for yourself, your colleagues and our customers.

Job description

Reservation Agent

SUMMARY OF POSITION

Financial Accountability: Responsible for maximizing room revenue by full filling guest needs

Conditions of Work: Normal administrative office and hotel working conditions.

Role Overview Purpose: To maximize room revenue and profit through pro‑active selling techniques and referrals across the resort. To provide a point of contact for all Revenue associated processes.

Summary of Responsibilities

• To maintain departmental brand standards.
• Maximize room s revenue through the conversion of telephone calls into sales.
• Achieve targeted goals in the LQA, Forbes, Hotel Mystery Shopping calls and LISTEN calls.
• Maintain the accuracy and cleanliness of the PMS Database.
• Ensure market segmentation is accurate for each reservation.
• Ensure reservations meet the property standards in terms of accuracy of data and guest satisfaction.
• Produce quotations and written confirmation to FIT guest & Travel agencies.
• Complete understand and effective use of the Hotel's telephone system.
• Support the Reservations Team, Sales and Revenue Management with special projects as required.
• To have full and up to date knowledge of the hotel products and services.
• To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller s needs using a client‑oriented approach.
• To check arrival reports - 48 hours prior to arrival and 5 days prior to arrival
• To process transportation & trace reports.
• To handle all reservations through different channels (via email/telephone/ OTAs/ Brand.com) efficiently.
• To actively participate in maximizing revenue through up‑selling & cross‑selling by using effective upselling techniques.
• To follow up on non‑guaranteed bookings and pending payment.
• To handle no‑shows and cancellations as per policy.
• To handle all inquiries promptly within 24 hours, ensuring the customer receives a friendly, professional and efficient response that accurately meets their needs.
• To handle complaints promptly and professionally, demonstrating genuine care and concern under the supervision of the Manager on Shift.
• To liaise with the Supervisors/Management and team in order to ensure the smooth operation of Revenue processes and functions within the individual unit covered.
• To attend all necessary internal hotel meetings, i.e. function sheet meetings, operation meetings, etc, to fully represent the Revenue department when needed
• To prepare, update and file all correspondence relating to reservations and sales
• To maintain an effective mechanism for following up provisional business inquiries
• To ensure that the hotel is communicated on a daily basis in regards to V.I.P s, Arrivals and Management to greet, etc.
• To maintain the cleanliness and hygiene of the department, it s fixtures, fittings, and equipment. To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene
• To ensure all legal and statutory regulations and responsibilities are met in order to maintain a safe working environment for yourself, your colleagues and our customers.

GENERAL DUTIES:

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

Carries out additional tasks & training sessions from time to time, by request of senior team members which may not be directly related to the job role but necessary for the smooth operation of the resort