Reservationist

Al Khozama Investment; Riyadh; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dedicated Reservations Specialist to enhance customer experiences through efficient booking services. In this role, you will manage inquiries, ensure accurate reservation records, and maintain a high standard of customer service. Your expertise in reservation software and communication skills will be pivotal in creating memorable experiences for guests. Join a vibrant team that values flexibility and interpersonal relationships, and contribute to a dynamic environment where your efforts will directly impact guest satisfaction and business success.

Benefits

Health Insurance

Employee Discounts

Training and Development Programs

Flexible Work Hours

Qualifications

• 1-3 years of reservation experience in the GCC market.
• Proven experience in customer service and using reservation software.
• Excellent communication and presentation skills.

Responsibilities

• Handle all inquiries efficiently and politely via phone, email, and in person.
• Ensure accurate recording of reservations and customer preferences.
• Communicate effectively with management regarding guest-related issues.

Skills

Customer Service

Communication Skills

Interpersonal Skills

Reservation Software

Flexibility

Third Language

Education

Hospitality Management

Customer Service Training

Tools

Reservation Software (7 rooms, My micros)

POS System

Job description

To assist business needs in the duties of the Reservations Department maximising bookings by delivering a delightful yet efficient booking service for a multisite brand, ensuring that every detail of a customer s booking has been accurately recorded following established procedures.

JOB DUTIES AND RESPONSIBILITIES:

OPERATION:

• To deal efficiently and politely with all telephone, email, internet and in person enquiries.
• To ensure that all reservations are recorded following established procedures with full and clear information and that they are inputted accurately and promptly onto the system.
• Possess full and accurate information about restaurants
• Provide customers with any required information related promotions and special events
• Handle bookings for all F&B outlets before the restaurants are open
• Handle pre-payment for reservations and special events bookings if needed
• Update reservations system and clearly indicate all notes and preferences of the customer
• Confirm and reconfirm bookings as per policy
• Responsible for taking clear and accurate information about every booker and update it correspondingly in database
• Ensure that all customer inquiries are handled timely, efficiently and with care
• Maintain appropriate level of confidentiality
• Use operating equipment correctly and handles it without damaging
• To exercise effective listening to capture relevant information and provide a premium experience for the guest
• To be accurate in including catering requirements, guest preferences, booking supplements and payment details.
• To observe the Company s rules and procedures and carry out any reasonable request made by their Manager, Supervisor, or the Duty Manager.
• Arrive at work well groomed, prepared and display enthusiasm and follow payroll and uniform procedures
• Communicate Management every relevant information pertaining to guest related issues.

ADMINISTRATION:

• Permanently follow the departmental and company SOP s
• To ensure that all legal requirements are met and properly communicated to the different team members
• Knowledge of Software POS system and e-mail etiquette
• To liaise with all departments to ensure the best service is provided to customers.
• To have an in-depth knowledge and understanding of the operation of the business including all food and drink menus ensuring the ability to provide a thorough response to customer enquiries.
• To be aware of your responsibilities in respect of Health and Safety at Work, following all procedures in this respect and reporting to management any hazardous situation or accident.
• Maintaining of safe and healthy work environment for all associates.
• Aware of local laws and customs while dealing with guest inquiries

COMMUNICATION:

• To attend daily departmental briefing sharing relevant information s
• To ensure and efficient communication interdepartmental
• To attend daily team briefing
• To communicate in a transparent, efficient, and proactive manner through communication tools
• To communicate daily and weekly report to management
• Always well informed about the daily/weekly/monthly plans such as events, promotions, bookings, VIP guest in house, dietary requirements of guests, etc.

FINANCE:

• To ensure accuracy of reservation reports (No Show/ Cancellation/ walk in)

GUESTS RELATION:

• To understand and anticipate needs
• To handle complaints in a friendly and effective way
• To always look for the best solution to fulfil guests expectations
• To show genuine interest and built confidence with the guests
• To recognise all regular guests
• Ensure warm welcome to first comers for them to become your next regulars
• To proactively work with all departments

HR & TRAINING:

• Properly communicate sensitive and serious issues to appropriate people
• To act as a mentor for new joiners
• To attend training sessions and team meetings as required and to be involved and contribute to these.

MARKETING & DEVELOPMENT:

• To follow marketing tools to improve business performance
• Ensures proper coordination and monitoring the reservations for special events (i.e. Ramadan, New Years, etc.)
• Ensure to always keep updated with KSA yearly event calendar

JOB ROLE SPECIFICATIONS:

• 1-3 years Reservation experience in GCC market
• Pre-Opening
• 3-5 years hospitality industry Internationally
• Proven experience in Customer service
• Proven experience in using reservation software (7 rooms, My micros)
• Knowledge of social media (blogs, Facebook, Twitter, etc.)
• Excellent communication and presentation skills
• Ability to build strong relationships
• Experience in operations call center
• Good communication skills English (Verbal & Written)
• Interpersonal skills
• Flexibility
• Third Language
• Flexible, resourceful, highly skilled in dealing with people
• Naturally friendly, reliable, and trustworthy
• Ability to work in fast paced environment
• Able to hold standing position for extended period

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Ticketing
• Reservations

Keywords

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