Reservations & Royal Services Agent
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Key skills for this role
About the Role
Handle hotel reservations, amendments, cancellations, and related guest inquiries accurately and efficiently. Provide personalized and professional service to guests via telepho.
Key Skills for This Role
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Overview
Handle hotel reservations, amendments, cancellations, and related guest inquiries accurately and efficiently.
Provide personalized and professional service to guests via telephone, email, and internal communication channels.
Manage calls and ensure all guest requests are followed through promptly and courteously.
Maintain thorough knowledge of hotel facilities, room categories, promotions, services, and local attractions.
Coordinate with Front Office, Housekeeping, Concierge, Engineering, and other departments to ensure seamless guest experiences.
Upsell hotel rooms, dining venues, and hotel services where appropriate to maximize revenue opportunities.
Ensure all guest preferences, profiles, and special requests are accurately updated in the hotel systems.
Handle guest concerns and complaints professionally, ensuring timely resolution and guest satisfaction.
Monitor room availability and reservation accuracy in line with hotel standards and procedures.
Maintain confidentiality of guest information and adhere to all company policies and brand standards.
Support departmental administrative tasks and reporting requirements as assigned.
Contribute to a collaborative team environment and uphold the luxury service culture of Raffles & Fairmont Doha.
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