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Reservation Agent - Arabic Speaker
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- Respond promptly to reservation inquiries via phone, email, and online platforms.
- Assist guests in making room reservations based on their preferences and needs.
- Input and maintain accurate reservation records into the PMS, Opera Cloud.
- Provide personalized service to guests, addressing their questions and concerns professionally and courteously.
- Upsell hotel amenities and services to maximize revenue opportunities.
- Handle guest complaints and resolve issues promptly to ensure guest satisfaction.
- Communicate effectively with other hotel departments to ensure seamless guest experiences.
- Coordinate special requests and accommodations with housekeeping, front desk, and other relevant teams.
- Confirm reservations and send booking confirmations to guests promptly.
- Promote direct bookings and educate guests on the benefits of booking directly with the hotel.
- Implement revenue management strategies as directed by the Director of Revenue / Revenue Manager.
- Monitor room availability and make recommendations to maximize occupancy and revenue.
- Prepare daily reports on reservations, cancellations, and no-shows.
- Maintain accurate records of guest interactions and transactions.
- Assist with administrative duties as assigned by the Reservations Manager.
- 2 years of experience in a front office, reservations, or customer service role (preferably in hospitality or tourism).
- Previous experience using hotel property management systems (PMS) such as Opera
- Background in handling guest bookings, room allocation, and managing daily reservation reports.
- Experience in telephone sales, call centers, or guest relations is an advantage.
- Familiarity with online booking platforms (Booking.com, Expedia, etc.) and OTA management.
- Previous experience working in a multicultural environment or international hotel chain.
- Knowledge of multiple languages (especially English, Arabic, or French) is highly valued.
- Proven experience in dealing with guests or clients professionally, both over the phone and via email.
- Ability to handle complaints and resolve issues efficiently while maintaining a polite and calm attitude.
- Experience in cross-selling or upselling hotel services (rooms, packages, etc.) to increase revenue.
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