Reservations Agent

About the role

We are looking for a passionate and dynamic Reservations Agent to join our guest‑focused revenue team. In this position you will ensure smooth reservation processes, deliver exceptional customer service, and support the hotel’s revenue goals.

Key responsibilities

• Process and confirm guest room reservations received via phone, letter, or fax.
• Enter all reservation details into the computer system, handling inquiries, complaints, and special requests.
• Stay updated on hotel promotions and follow established procedures for rates, confirmations, and facility information.
• Maintain complete product knowledge, understand rate structures, and apply rate management principles.
• Keep an organized filing system for correspondence and prepare reports for the Reservations Manager.
• Promote positive public relations and seek opportunities to maximize business.
• Maintain accurate room status at all times.
• Answer incoming calls according to Rotana standards, process faxed information, and monitor email reservations.
• Organize visa requests for guests per hotel policy and upsell when appropriate.

Required profile

• Diploma or degree in hospitality or a related field.
• Previous experience in hotel reservations.
• Computer literacy with strong written and oral English communication skills; additional languages are a plus.
• Customer‑focused, proactive, courteous, and approachable.
• Ability to work independently within a structured environment while building effective relationships with internal and external customers.

Required skills

What we offer

• Opportunity to work in a vibrant hospitality environment.
• Professional development and career growth.