Reservation Agent

Job Summary:

To respond to all reservation requests in an engaging manner to convert each request into a confirmed booking using the selling strategy set by the hotel. Ensure all necessary paperwork and administration is in place for each reservation taken, and information is updated accurately in the property management system.

Job Descriptions:

• Respond to all telephone call inquiries engagingly whilst also adhering to the hotel's call standards to convert the enquiry into a booking.
• Respond to email/fax inquiries within 6 hours from receipt using grammatically correct English free from spelling mistakes.
• Process reservations received from wholesale agents and online travel agents, whether via email or fax.
• Ensure a valid method of payment is in place for all reservations inputted into the property management system and alert the management team to any potential issues with payment in a timely fashion.
• Possess a thorough knowledge of the hotel product and services and use appropriate verbiage in their description.
• Possess a thorough knowledge of the different rates offered by the hotel, including their terms and conditions.
• Enforce and adhere to the hotel cancellation policies and ensure any related charges are processed on the day incurred.
• File reservation correspondence as per the hotel standards and ensure the filing system is ordered and tidy.
• Possess a comprehensive knowledge of the Opera property management system and the relevant sections of the Synxis central reservation system.
• Have working knowledge of the Online Travel Agent and wholesale extranet sites sufficient to access reservation details in order to input reservations into the property management system and verify bookings as part of an arrival check.
• Conduct daily arrivals checks for future dates as outlined in the department’s standards to verify that all reservations have been inputted correctly and the relevant information has been included in the booking to ensure the guest has a faultless stay at the hotel.
• Complete all tasks outlined on the relevant shift checklist and sign off when all have been finished.
• Identify new corporate clients or new agents in contact with the hotel and pass them to the Sales team, as these represent potential business for the future.
• Have knowledge of the duties of all other departments within the hotel, particularly those who frequently interact with the reservations team, specifically Guest Relations, Accounts, and Sales.
• Have an understanding of the department goals and projections for average rate and occupancy levels.
• Be aware and adhere strictly to all health & safety procedures.
• Maintain a neat and clean personal appearance and adhere to the hotel's wardrobe and grooming standards.

Rosewood Jeddah is situated in the heart of Jeddah’s Corniche in the fashionable northern corner of the city within easy reach of key business, diplomatic and designer shopping districts. The hotel itself is a distinctive modern building situated along the shores of the Red Sea with memorable views from the hotel’s guestrooms and luxury facilities, making it a popular destination for a Saudi Arabia vacation. The hotel’s name is inspired by the traditional culture and architecture of the city of Jeddah. The city’s history dates back more than two thousand years. As a major port on the Red Sea, Jeddah has been a destination on many adventurers’ voyages and journeys. Unesco described the oldest areas of Jeddah as a unique example of the historic urban architecture of the Mediterranean and the Arabian Peninsula. At Rosewood Jeddah the very best of modern design and technology is combined with the heritage, culture and traditions of the kingdom. The hotel appeals to both business and leisure travelers offering elegance and unparalleled personal service. One of the finest hotels in Jeddah and Saudi Arabia, Rosewood Jeddah was the first hotel in Jeddah to offer 24-hour butler service for all rooms. The hotel’s 127 rooms and suites are thoughtfully furnished and many offer stunning views of the Red Sea.