Reservations Agent - Arabic Speaking

Company description

The iconic Rixos Gulf Hotel Doha introduces a unique lifestyle with luxurious services and products, Rixos warm hospitality, vibrant entertainment programs, and trendy, distinguished all-inclusive food and beverage concepts. The hotel features 378 beautifully appointed guest rooms, dream bedding, and a luxurious atmosphere. Join our motivated and vibrant team as a reservations agent and build your career with us.

Job description

• Actively listen and respond positively to guest questions, concerns, and requests. Follow brand- or property-specific processes to resolve issues, delight guests, and build trust.
• Anticipate guests’ needs by asking questions to better understand their requirements, listening to their preferences, and acting on them whenever possible.
• Answer telephone calls using appropriate etiquette. Answer within three rings, speak with a smile, use the caller’s name, transfer calls to the appropriate person or department, ask permission before placing callers on hold, take and relay messages, and allow callers to end the call.
• Maintain thorough knowledge of hotel services and facilities, and be fully familiar with hotel reservation systems.
• Answer inquiries about room rates, outlets, and room locations. Determine the most appropriate room type to meet guest requirements and maximize room rates.
• Process rooming lists and group blocks, and note special requests and billing procedures.
• Post advance deposits and maintain accurate deposit records.
• Accommodate and document special requests accurately and efficiently.
• Explain guarantee and cancellation policies to callers.
• Understand the Front Desk, Sales, and Accounts departments and how they relate to the Reservations department.
• Follow hotel policies and procedures.
• Stay informed about rate changes and group inquiries.
• Complete the daily shift task list and assist others.
• Understand inventory management and regularly check room-type availability throughout the day.
• Understand departmental goals and projections for average rate and occupancy.
• Use sales techniques when assisting guests with reservations. Personalize calls, identify guests’ needs, suggest alternate dates, or direct guests to sister properties when the hotel is sold out.
• Answer guest questions about property facilities and services, including hours of operation, room availability, restricted dates, rates, room types, packages, promotions, entertainment, restaurants, and special events.
• Assign confirmation and cancellation numbers, and clearly relay them to callers. Offer to email or fax the numbers.
• Identify guest reservation needs by asking open-ended questions to obtain all necessary information.
• Use upselling techniques and sales strategies to maximize property revenue.
• Identify repeat guests using appropriate codes.
• Comply with hotel rules and regulations, grooming standards, and time and attendance policies.
• Perform other duties reasonably requested by the management team, including assisting with large events or hotel functions.
• Carry out other reasonable tasks as requested.
• Assist task force teams with new openings.

Qualifications

• At least one year of experience in the same position at a five-star hotel and a high school degree.
• Fluent communication in Arabic.

Additional information

• Be proactive and use good judgment when dealing with challenging situations.
• Act with professionalism and integrity.
• Be transparent about your motives, methods, and expected results.
• Conduct business honestly and fairly.
• Keep sensitive information confidential.