Reservation Agent
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Key skills for this role
About the Role
The Meydan Hotel is seeking a Reservation Agent to professionally manage guest booking inquiries, confirm reservations, and ensure accurate recording of details. The role requires knowledge of hotel facilities, excellent communication skills, and experience with Opera property management system.
Key Skills for This Role
Responsibilities
- Maintain comprehensive knowledge of all hotel facilities, services, and operational standards
- Handle all incoming calls and guest inquiries in accordance with established reservation standards and procedures
- Provide clear and accurate information regarding hotel facilities and services
- Apply effective sales techniques during reservation interactions
- Determine guest reservation needs using open ended questions
- Recognize and correctly code repeat and loyal guests in the reservation system
- Address and resolve guest concerns or complaints promptly
- Verify reservation details with callers to ensure accuracy before finalizing bookings
- Document and accommodate special requests accurately and efficiently
- Recommend the most suitable room type based on guest requirements while maximizing revenue opportunities
- Clearly explain guarantee, payment, and cancellation policies to guests
- Ensure accurate and timely input of all reservation details into the property management system (OPERA)
Requirements
- Diploma or degree in hospitality
- Accessible to beginners, with on the job training
- Knowledge of reservation and distribution tools
- Knowledge of the hospitality sector
- Preferably has 1 or 2 years’ experience in a customer service, Front Desk or Telephone operator position
- Opera v5/Opera Cloud Knowledge
- Microsoft Office and Microsoft Outlook
- Excellent Communication Skills
- Expertise in written and spoken English
- High level of telephone skills
Full Job Posting
Job Summary
- Professionally manages guest booking inquiries by providing accurate room information, confirming reservations, and ensuring all details are recorded with precision. This role supports optimal guest satisfaction through efficient communication and high quality service.
Key Responsibilities
- Maintain comprehensive knowledge of all hotel facilities, services, and operational standards.
- Serve as a reliable and proactive source of information, assistance, and support for all guests.
- Ensure consistent communication and provide timely feedback within the department to support smooth operations.
- Anticipate and identify guest needs, delivering personalized service to exceed expectations.
- Handle all incoming calls and guest inquiries in accordance with established reservation standards and procedures.
- Adhere to recommended call flow standard and achieved target LQA score.
- Provide clear and accurate information regarding hotel facilities and services, including hours of operation, room availability, restricted dates, rates, room types, promotions, packages, entertainment options, restaurants, and special events.
- Apply effective sales techniques during reservation interactions, including personalizing conversations, clarifying guest requirements, offering alternative dates, or recommending sister properties when the hotel is fully booked.
- Determine guest reservation needs using open ended questions to gather complete and accurate information.
- Recognize and correctly code repeat and loyal guests in the reservation system.
- Adhere to all departmental policies, service procedures, and quality standards.
- Address and resolve guest concerns or complaints promptly to ensure guest satisfaction.
Skills, Experience & Educational Requirements
- Diploma or degree in hospitality.
- Accessible to beginners, with on the job training.
- Knowledge of reservation and distribution tools.
- Knowledge of the hospitality sector.
- Preferably has 1 or 2 years’ experience in a customer service, Front Desk or Telephone operator position.
- Opera v5/Opera Cloud Knowledge.
- Microsoft Office.
- Microsoft Outlook.
- Excellent Communication Skills.
- An expert communicator.
- Listen effectively.
- Communicate clearly and in a friendly way.
About The Meydan Hotel
- Situated at the heart of Dubai’s world renowned Meydan Racecourse, The Meydan Hotel offers an elevated hospitality experience where contemporary luxury meets dynamic energy.
- Overlooking one of the world’s most iconic horse racing destinations, our hotel offers exceptional culinary experiences, spacious rooms with panoramic views, and seamless service to create unforgettable moments for every guest.
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