Reservations Agent
1 day ago
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.
- 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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