Hotel Reservation Agent

Position Summary

The Reservation Agent is responsible for handling all reservation inquiries, ensuring accurate and efficient bookings, maximizing room revenue, and delivering exceptional guest service. The role requires strong communication skills, accuracy, and the ability to work in a fast-paced hotel environment.

Key Responsibilities1. Reservation Handling

• Respond to all reservation inquiries via phone, email, WhatsApp, OTA extranets, and walk-ins.
• Process individual and group reservations accurately and efficiently.
• Enter reservations correctly in the PMS (Opera).
• Confirm bookings and send confirmation letters or emails.
• Ensure all guest details, billing instructions, and special requests are recorded properly.

2. Revenue & Sales Support

• Upsell room categories and promote hotel facilities to maximize revenue.
• Follow rate structures, corporate agreements, FIT/wholesaler rates, and promotions.
• Ensure rates and availability are accurately displayed across all channels.
• Assist the Revenue Manager in monitoring pick-up, pace, and forecast when requested.

3. Guest Service & Communication

• Offer prompt, polite, and helpful service to all guests.
• Provide accurate information about room types, facilities, promotions, and hotel services.
• Assist repeat guests and VIPs with personalized booking arrangements.
• Handle complaints or booking issues and escalate when necessary.

4. Coordination & Administration

• Work closely with Front Office, Housekeeping, Sales, and Revenue teams.
• Maintain updated records of daily bookings, cancellations, and modifications.
• Ensure proper filing and documentation of guest correspondence.
• Prepare daily reservation reports and forecasts when required.

5. System & Channel Management

• Ensure Opera reservations are accurate and complete.
• Monitor channel manager (if applicable) to ensure parity across OTAs.
• Update booking restrictions, blackout dates, and special offers (under supervision).
• Ensure overbooking levels are managed correctly to avoid guest dissatisfaction.

Requirements

• Prior experience as a Reservation Agent or in Front Office operations is an advantage.
• Strong verbal and written communication in English; Arabic is a plus.
• Excellent telephone etiquette and guest service skills.
• Strong attention to detail and accuracy.
• Ability to multitask and work under pressure.
• Knowledge of Opera PMS, OTA extranets, and basic revenue concepts is preferred.
• Computer skills: MS Office, email, and reservation systems.

Competencies

• Customer Service Orientation
• Communication & Interpersonal Skills
• Problem Solving
• Time Management
• Teamwork
• Sales Mindset & Upselling Skills
• Professionalism & Grooming

Job Type: Full-time

Pay: ﷼4,500.00 - ﷼5,500.00 per month

Application Question(s):

• Are you a Saudi National?

Experience:

• Hotels: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person