Reservations Agent

About the role

We are looking for a passionate and dynamic Reservations Agent to join our hospitality team. The successful candidate will be the first point of contact for guests making room reservations, ensuring a smooth and efficient booking experience while upholding the highest standards of customer service.

Key responsibilities

• Process and confirm guest room reservations received via phone, letter, fax or email.
• Enter all reservation details accurately into the computer system and maintain up‑to‑date records.
• Handle inquiries, complaints and special requests related to reservations.
• Stay informed about current promotions and hotel facilities to provide accurate information.
• Maintain a complete filing system for correspondence and generate reports for the Reservations Manager.
• Promote positive public relations and seek opportunities to maximize business.
• Ensure accurate room status at all times and answer incoming calls according to Rotana standards.
• Organise visa requests for guests in line with hotel policy and upsell when appropriate.

Required profile

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

Required skills