Reservation Agent

Company description

Rixos Premium Qetaifan Island North stands as a premier luxury destination on the dynamic, man-made Qetaifan Island off the coast of Lusail, Doha. Operating under the renowned Accor umbrella, this five-star resort seamlessly blends high-end hospitality with adrenaline-pumping entertainment, making it one of Qatar’s most sought-after lifestyle and leisure hubs.

Job description

Join our team as a reservation agent in Lusail, Qatar, where you'll be the first point of contact in creating an exceptional guest experience. As a reservation agent, you are instrumental in setting the tone for our guests' stay by providing warm, professional, and efficient service from the moment they reach out to us. You will combine your passion for hospitality with your organizational skills to manage reservations, maximize revenue opportunities, and ensure every guest feels valued and welcomed.

Responsibilities include:

Deliver consistently exceptional, friendly, and engaging service to all reservation inquiries via phone, email, and online channels

Process room reservation requests accurately and efficiently, entering guest information and rooming lists into the Property Management System (PMS)

Maximize revenue potential through strategic upselling of room categories, packages, and property amenities while maintaining guest satisfaction

Provide comprehensive information about property facilities, services, and local attractions to assist guests with their stay planning

Address special requests and guest preferences with empathy and creativity, ensuring personalized experiences

Maintain accurate and up-to-date guest information across all distribution channels and reservation systems

Analyze booking patterns and market trends to support revenue optimization strategies

Collaborate with front office, housekeeping, and management teams to ensure seamless guest transitions and operational efficiency

Respond promptly to guest inquiries and concerns, demonstrating problem-solving skills and a commitment to guest satisfaction

Update and manage reservation systems in real-time, ensuring data integrity and preventing overbooking

Develop knowledge of regional and local market dynamics, competitors, and destination events to provide informed recommendations

Qualifications

Required skills and experience:

Proficiency with Property Management Systems (PMS) and Revenue Management Systems (RMS)

Strong knowledge of hotel reservation systems and multiple distribution channels

Excellent verbal and written communication skills in English

Demonstrated customer service excellence with a guest-focused mindset

Proven ability to multitask and manage multiple reservations simultaneously

Strong attention to detail and accuracy in data entry

Solid understanding of hotel operations and reservation procedures

Ability to work flexibly, including potential shift work and weekend availability

Problem-solving skills with the ability to handle guest requests and concerns professionally

Sales and upselling ability with a goal-oriented approach

Preferred skills and experience:

Previous experience as a reservation agent or in a similar hospitality role

Familiarity with regional and local market dynamics in the Middle East

Knowledge of local competitors and destination events in Qatar

Experience with multiple reservation platforms and booking channels

Multilingual capabilities (Arabic language skills are a plus)

Hospitality or customer service certification or training

Experience in a luxury or upscale hotel environment

Familiarity with revenue management principles and practices