Reservations Agent

1 day ago


Doha, Baladīyat ad Dawḩah, Qatar Raffles Doha Full time
Roles and responsibilities

The Reservations and Royal Services Agent will play a crucial role in delivering exceptional guest experiences at Raffles and Fairmont Doha. This position requires a highly organized, customer-oriented individual with excellent communication skills and a strong ability to multitask. The successful candidate will handle reservations, guest inquiries, and provide personalized services to ensure the highest level of satisfaction.

Key Responsibilities

  • Reservations Management:
    • Process and manage hotel room reservations efficiently and accurately.
    • Ensure all reservation details are correctly entered into the system.
    • Respond to guest inquiries regarding room availability, rates, and amenities.
    • Upsell hotel services and amenities to maximize revenue.
  • Guest Services:
    • Provide personalized assistance to guests before, during, and after their stay.
    • Handle special requests and VIP arrangements to ensure a memorable guest experience.
    • Address guest concerns and resolve issues promptly and professionally.
    • Coordinate with other departments to fulfill guest needs and requests.
  • Communication:
    • Maintain clear and effective communication with guests via phone, email, and in-person interactions.
    • Provide information about hotel facilities, services, and local attractions.
    • Collaborate with the Front Office and other departments to ensure seamless guest experiences.
  • Administration:
    • Maintain accurate records of guest interactions and transactions.
    • Prepare reports on reservations, occupancy, and guest feedback.
    • Assist in the preparation of promotional materials and packages.
Desired candidate profile
  • Previous experience in reservations, guest services, or a similar role in the hospitality industry.
  • Strong verbal and written communication skills.
  • Excellent organizational and multitasking abilities.
  • Proficiency in hotel management software and Microsoft Office Suite.
  • Ability to work flexible hours, including weekends and holidays.
  • Fluency in English; additional languages are a plus.

Personal Attributes

  • High level of professionalism and integrity.
  • Customer-focused with a warm and welcoming demeanor.
  • Strong problem-solving skills and attention to detail.
  • Ability to work independently and as part of a team.
  • Adaptability to a fast-paced and dynamic environment.
  • Process and manage guest reservations via phone, email, and online booking systems.
  • Confirm, modify, and cancel reservations in an accurate and timely manner.
  • Respond to guest inquiries regarding room availability, rates, policies, and amenities.
  • Provide guests with detailed information about the hotel's offerings, including special promotions, packages, and services.
  • Assist in managing group bookings and special requests, coordinating with other departments as needed.
  • Ensure all reservation details are accurately recorded in the property management system (PMS).
  • Handle guest inquiries or issues with professionalism, ensuring guest satisfaction.
  • Monitor and update availability and rates on booking platforms and the hotel's website.
  • Coordinate with the front desk and housekeeping departments to ensure seamless guest arrivals.

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