Cluster Reservation Agent

Fairmont Hotels & Resorts; Ḥail Province; On-site; SAR 30,000 - 45,000; Full time

Job summary

A leading luxury hotel chain in Saudi Arabia is looking for a Reservations Agent to efficiently process bookings and provide excellent customer service. The candidate should have strong communication skills and experience in hotel reservations is preferred but not mandatory for entry-level. This role requires multitasking ability and a customer-oriented approach, along with basic knowledge of Microsoft Office applications. Join a team providing unmatched luxury experiences in a vibrant resort setting.

Qualifications

• Knowledge of Opera PMS/Accor reservation systems is an advantage.
• Previous experience in hotel reservations is preferred.
• Strong communication skills in English; Arabic is a plus.

Responsibilities

• Process individual and group reservation requests efficiently.
• Respond promptly to inquiries via phone, email, or OTA platforms.
• Upsell higher room categories to maximize revenue.

Skills

Strong communication skills in English

Customer-oriented with a positive attitude

Ability to multitask and work under pressure

Education

Previous experience in hotel reservations or front office

Basic knowledge of Microsoft Office (Excel, Outlook)

Tools

Opera PMS

Accor reservation systems

Job description

Overview

Raffles & Fairmont the Red Sea, positioned in the kingdom's groundbreaking Red Sea Project, will provide visitors access to a nature-focused resort. with 361 room, eleven distinct dining concepts, including overwater restaurant with views of the Red Sea and the mangroves, and a Spa. The resort will be situated next to an 18-hole championship golf course, reflecting Fairmont's association as a world class golf destination. it will set new standards in sustainable development, positioned on 200km of untouched coastline, an archipelago of more than 90 unspoiled island, dormant volcanoes, rich marine habitat, and ancient archaeological sites.

Job Description

RESERVATIONS HANDLING

• PROCESS INDIVIDUAL AND GROUP RESERVATION REQUESTS EFFICIENTLY AND ACCURATELY THROUGH OPERA / ACCOR SYSTEMS.
• RESPOND PROMPTLY TO INQUIRIES VIA PHONE, EMAIL, WEBSITE, OR OTA PLATFORMS.
• UPSELL HIGHER ROOM CATEGORIES AND PROMOTE HOTEL PACKAGES TO MAXIMIZE REVENUE.
• ENSURE ALL BOOKINGS ARE CONFIRMED WITH COMPLETE AND ACCURATE GUEST INFORMATION.

SYSTEM & REPORTING

• MAINTAIN RESERVATION RECORDS AND UPDATE CHANGES, CANCELLATIONS, AND NO-SHOWS.
• MONITOR DAILY ARRIVALS AND COORDINATE WITH FRONT OFFICE AND HOUSEKEEPING TEAMS.
• PREPARE AND SEND DAILY / WEEKLY RESERVATION REPORTS AS REQUIRED.
• ENSURE RATE PARITY ACROSS ALL BOOKING CHANNELS.

GUEST COMMUNICATION & SERVICE

• HANDLE SPECIAL REQUESTS (EARLY CHECK-IN, LATE CHECK-OUT, VIP AMENITIES, ETC.).
• COMMUNICATE PROFESSIONALLY WITH TRAVEL AGENTS, CORPORATE CLIENTS, AND WALK-IN GUESTS.
• RESOLVE BOOKING-RELATED ISSUES OR ESCALATE WHEN NECESSARY.

JOB SPECIFICATIONS

• MAINTAIN CONFIDENTIALITY OF GUEST INFORMATION IN LINE WITH DATA PRIVACY STANDARDS.
• COORDINATION & COMPLIANCE: LIAISE WITH SALES, REVENUE, AND FRONT OFFICE TEAMS FOR GROUP BOOKINGS OR LONG STAYS.
• FOLLOW ACCOR POLICIES, RESERVATION PROCEDURES, AND BRAND STANDARDS.
• SUPPORT IN OVERBOOKING SITUATIONS AS PER HOTEL REVENUE STRATEGY.

Qualifications

• PREVIOUS EXPERIENCE IN HOTEL RESERVATIONS OR FRONT OFFICE (PREFERRED, NOT MANDATORY FOR ENTRY-LEVEL).
• KNOWLEDGE OF OPERA PMS / ACCOR RESERVATION SYSTEMS IS AN ADVANTAGE.
• STRONG COMMUNICATION SKILLS IN ENGLISH (ARABIC IS A PLUS).
• CUSTOMER-ORIENTED WITH A POSITIVE AND PROFESSIONAL ATTITUDE.
• ABILITY TO MULTITASK AND WORK UNDER PRESSURE.
• BASIC KNOWLEDGE OF MICROSOFT OFFICE (EXCEL, OUTLOOK).

Additional Information

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• Experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.