Reservations Agent

Fairmont Hotels and Resorts; Makkah Region; Hybrid; SAR 48,000 - 120,000; Full time

Job summary

A luxury hotel chain in Saudi Arabia is seeking a Reservations Agent to join their team. In this role, you will handle reservation inquiries, manage room allocations, and ensure excellent customer service while promoting upsell opportunities. Candidates should hold a diploma or bachelor's degree in Hospitality Management and possess strong communication and sales skills. Previous experience in a luxury hotel environment is an advantage. This position requires flexibility to work various shifts, including weekends.

Qualifications

• Previous experience in Reservations or Guest Services is preferred.
• Strong command of English; additional languages are a plus.
• Flexibility to work shifts including weekends and public holidays.

Responsibilities

• Handle all reservation enquiries with professionalism.
• Manage room allocations and special requests.
• Process payments and billing information accordingly.

Skills

Customer service skills

Sales skills

Communication skills

Attention to detail

Multitasking

Education

Diploma or Bachelor's degree in Hospitality Management

Tools

Property Management Systems (PMS)

Job description

Overview

Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haraam and the Holy Ka'aba. This 86-story hotel, one of the world's tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project. The hotel authentic hospitality is seen throughout 1650 rooms.

Job Description

We invite you to join the world of luxury hospitality at Makkah Clock Royal Tower, A Fairmont Hotel as our new Reservations Agent.

Key Responsibilities

• Handle all reservation enquiries via phone, email, and online channels with professionalism and luxury-aligned service
• Convert enquiries into confirmed bookings through personalized recommendations and confident product knowledge
• Maintain accurate guest profiles, ensuring preferences, requests, and loyalty details are captured correctly
• Coordinate with Front Office, Sales, and Revenue teams to support smooth operations and guest satisfaction
• Manage room allocations and special requests with attention to detail and operational awareness
• Support VIP and special-attention bookings, ensuring bespoke arrangements and flawless communication
• Process payments, deposits, and billing information in line with Fairmont
• Respond to guest queries regarding rates, packages, availability, and hotel facilities
• Promote upsell opportunities including room upgrades, dining experiences, spa treatments, and special packages
• Ensure accuracy of all reservations data within the PMS and booking systems
• Assist with group reservations as required
• Support service recovery by resolving booking issues with discretion and confidence
• Participate in daily briefings to stay informed on occupancy, promotions, and operational priorities
• Uphold Fairmont grooming, communication, and service standards at all times
• Contribute to a positive, collaborative, and guest-focused environment within the Reservations and Front Office teams

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Tourism, or a related field
• Previous experience in Reservations or Guest Services within the hospitality industry (luxury hotel experience is an advantage)
• Proficiency in reservation systems and Property Management Systems (PMS) such as Opera or similar
• Excellent verbal and written communication skills
• Strong command of the English language; additional languages are an advantage
• Strong customer service and sales skills with the ability to convert enquiries into confirmed bookings
• High level of accuracy and attention to detail
• Ability to multitask and work efficiently in a fast-paced environment
• Strong organizational skills and a team-oriented mindset
• Basic knowledge of revenue management, rate structures, and promotions is an advantage
• Flexibility to work shifts, including weekends and public holidays

Additional Information

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