Reservation Agent

Reservation Agent

About the Role

We are looking for a professional and customer-oriented Reservation Agent to manage guest bookings and inquiries. In this role, you will handle reservation requests via phone, email, and online channels, ensure accurate data entry into hotel systems, and provide excellent sales service to help maximize room occupancy and revenue.

Key Responsibilities

• Booking Management: Process and confirm individual and group reservations received via phone, email, or Online Travel Agencies (OTAs) accurately using the Property Management System (PMS).

• Guest Assistance: Provide accurate details regarding room availability, rates, special packages, hotel policies, and cancellation procedures.

• Inbound Communication: Respond to guest inquiries promptly and professionally with a warm, service-driven tone.

• Up-selling: Upsell higher room categories and additional services (such as airport transfers, meals, or tours) to enhance guest experience and boost revenue.

• Payment Processing: Monitor deposits and advance payments, issuing confirmation vouchers in coordination with the accounting and front desk teams.

• Internal Coordination: Work closely with the Front Office and Sales departments to ensure guest requests and occupancy updates are communicated effectively.

Requirements & Qualifications

• Experience: Previous experience in hotel reservations or customer service within the hospitality and tourism sector.

• Hotel Systems: Familiarity with Hotel Property Management Systems (PMS) such as Opera or similar booking software.

• Languages: Fluency in English and Arabic (French is an added advantage).

• Soft Skills: Excellent phone etiquette, strong written and verbal communication, negotiation skills, and high attention to detail.

• Flexibility: Ability to work flexible hours and handle high-volume booking periods effectively.

Benefits & Perks

• Competitive salary + performance incentives and sales commissions.

• A supportive work environment with career advancement opportunities in the hotel industry.

• Meals, accommodation, and transportation provided (depending on hotel policy).

• Health insurance and social security coverage.