Reservation Agent

Job Description

We are seeking a professional and customer-focused Reservation Agent (Arabic speaker) to join our team at SO/ Uptown Dubai. As a key member of our reservation department, you will be responsible for handling incoming calls and inquiries in a friendly, efficient, and detail-oriented manner, ensuring exceptional customer service for our guests.

• Answer incoming calls and respond to email inquiries promptly and professionally, providing accurate information about our accommodations, services, and promotions
• Process reservations, modifications, and cancellations using our property management system, ensuring all details are entered accurately and in line with standard operating procedures
• Upsell and cross-sell hotel services and amenities to maximize revenue while meeting guest needs
• Handle guest inquiries and complaints with empathy and professionalism, working to resolve issues efficiently
• Maintain up-to-date knowledge of hotel facilities, services, and current promotions
• Collaborate with other departments to ensure seamless guest experiences
• Prepare and maintain accurate reservation records, reports, and statistics
• Assist in achieving department goals and objectives
• Adhere to all company policies, procedures, and safety standards

Qualifications

• Fluency in Arabic and English, with excellent verbal and written communication skills in both languages
• Proven experience in customer service, preferably in the hospitality or travel industry
• Strong interpersonal skills with the ability to interact professionally with guests from diverse cultural backgrounds
• Proficiency in reservation software and booking systems (experience with Opera PMS is a plus)
• Familiarity with Microsoft Office applications
• Excellent time management and organizational skills
• Detail-oriented with a strong focus on accuracy
• Ability to work well in a team and collaborate effectively with other departments
• Flexible to work in shifts, including weekends and holidays
• Knowledge of local culture and customs in Dubai
• Ability to remain calm and professional under pressure
• Strong problem-solving skills and the ability to make decisions independently
• Passion for delivering exceptional customer experiences