Reservation Agent
ZOYA Wellbeing ResortJob Summary
We are seeking a customer-focused and organized Reservation Agent who is fluent in Arabic and English to join our team at a wellness resort. The successful candidate will handle guest reservations, respond to inquiries, promote resort facilities and wellness packages, and ensure a smooth booking experience while delivering exceptional customer service.
Key Responsibilities
- Handle room, spa, wellness retreat, and package reservations via telephone, email, website, and online booking platforms.
- Communicate professionally with Arabic- and English-speaking guests, providing accurate information about room types, rates, facilities, treatments, and wellness programs.
- Process new bookings, amendments, cancellations, and special requests accurately.
- Explain reservation policies, payment terms, cancellation conditions, and package inclusions.
- Promote resort services, including spa treatments, wellness programs, dining experiences, and special offers.
- Maintain accurate reservation records and guest profiles in the Property Management System (PMS).
- Coordinate with Front Office, Sales, Spa, and other departments to ensure guest requirements are met.
- Follow up on inquiries, convert potential bookings into confirmed reservations, and support revenue generation.
- Handle guest complaints and booking-related issues professionally.
- Ensure all reservations comply with resort procedures and brand standards.
Qualifications and Requirements
- Diploma or bachelor's degree in Hospitality Management, Tourism, or a related field is preferred.
- Previous experience in hotel or resort reservations is an advantage.
- Fluency in Arabic and English, both written and spoken, is required.
- Excellent communication, telephone etiquette, and customer service skills.
- Familiarity with hotel reservation systems and Microsoft Office.
- Strong organizational skills, attention to detail, and a sales-oriented mindset.
- Ability to work shifts and maintain a professional, guest-focused approach.
Work Location: In person
Hotel bookingVisitor query responseInternal stakeholder coordination for service deliveryCustomer records maintenanceCustomer complaint handlingCross-functional coordinationAdd-on service promotionCustomer service call handlingCollaboration with salesInbound customer supportEmail customer supportRoom and resource bookingHandling inbound customer enquiry callsCustomer booking request managementGuest data entryOrder and booking processingPhone communicationClear and respectful communicationCustomer appointment bookingOutbound customer outreachInbound voiceHandling special service requestsDiploma in Hospitality ManagementReservation confirmation proceduresAnswering guest questionsInternal department liaisonInbound sales enquiry handlingHotel and resort experienceFront desk or reception query managementLead ConversionHospitality and tourism venue experienceBasic office productivity softwareProfessional communication with external stakeholdersRecords managementInterdepartmental coordination for guest servicesClient servicesBachelor's degree in hospitality managementSales orientationMulti-channel communication handlingProperty management systems (PMS)
