Reservations Agent – Arabic Speaking

Ennismore; Doha; On-site; QAR 60,000 - 90,000; Full time

Job summary

Rixos Gulf Hotel Doha, part of Ennismore, is seeking a Reservations Agent to join our vibrant team in Doha. The role focuses on attentive guest service, accurate reservations handling, and maximizing revenue through effective upselling and cross-selling.

Candidates should have at least one year of experience in a 5-star hotel and a high school diploma. The position requires on-site work and a professional, guest-centric approach to inquiries and bookings.

Qualifications

• Minimum one year experience in the same position in a 5‑star hotel.
• High school diploma or equivalent.

Responsibilities

• Listen and respond to guest questions and requests using brand procedures to resolve issues and build trust.
• Anticipate guests' needs and preferences to maximize guest satisfaction.
• Answer phone calls with proper etiquette and transfer as needed.
• Have knowledge of hotel services, facilities and reservation systems.
• Provide information on room rates, locations, and availability; determine suitable room type.
• Process rooming lists and group blocks; note special requests and billing procedures.
• Explain guarantee and cancellation policies to callers.
• Collaborate with Front Desk, Sales, and Accounts to support Reservations.
• Follow hotel policies and assist during large events or openings.

Education

High School Diploma

Job description

The Iconic Rixos Gulf Hotel Doha introduces a unique lifestyle and luxurious services and products, Rixos warm hospitality, the vibrant Entertainment programs, and the trendy and distinguished ALL INCLUSIVE Food and Beverage concepts with 378 beautifully appointed guest Rooms, dream bedding and luxurious atmosphere. Join our motivated and vibrant Team as Reservations Agent and build your career with us.

Job Description

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust
• Anticipate guests' needs, including asking questions to better understand their needs and listening to guest preferences and acting on them whenever possible
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
• Have a thorough knowledge of the entire hotel services and facilities and to be totally familiar with hotel reservation systems
• Answer inquiries of room rates, outlets and room locations. Determine the most appropriate room type to meet guest requirements and maximize room rate
• Process rooming lists and group blocks and indicate special requests and billing procedures
• Post advance deposits and keep accurate records of deposits.
• Accommodate and document special requests in an accurate and efficient manner.
• Explain guarantee and cancellation policies to callers.
• Have knowledge of Front desk, Sales and Accounts departments and how they relate to the Reservations department.
• Abide by the hotels policies and procedures
• Be familiar with changes in the rates and group enquiries
• Complete daily shift task list and aid others
• To be aware of inventory management and keep a constant check on the room types available throughout the day
• To have an understanding of departmental goals and projections for average rate and occupancy
• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information
• Follow "up selling" techniques and sales strategies in order to maximize property revenue.
• Identify repeat guests using appropriate codes
• Comply with Hotel rules and regulations, grooming standards and time and attendance policies
• Any other duties as may reasonably be requested by the management team including assistance for large events or hotel functions.
• Carry out any other reasonable task (which may not be stated here) as requested.
• Assist in Task Force Teams for new openings.

Qualifications

Minimum one year experience with the same position in a 5 star hotel and a high school degree

Additional Information

• Be proactive and use good judgement when dealing with challenging situations
• Act with professionalism and integrity
• Be transparent in your motives, methods and expected results
• Conduct business honestly & fairly
• Keep sensitive information confidential

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