Job Description/Specification:
Riviera Rayhaan by Rotana Doha is seeking a customer-focused and detail-oriented Reservation Agent to join its Reservations team. This role is responsible for managing room reservations, responding to guest inquiries, processing bookings accurately, and delivering exceptional customer service to ensure a seamless guest experience from the first point of contact.
The ideal candidate will have strong communication skills, previous hospitality or customer service experience, and the ability to thrive in a fast-paced hotel environment while maintaining high levels of accuracy and professionalism.
About This Role
As a Reservation Agent, you will handle reservation requests via phone, email, and online channels, provide guests with information about room availability and hotel services, coordinate with operational departments, and ensure every reservation is processed efficiently and accurately.
Key Responsibilities
📞 Reservations & Guest Assistance
- Handle incoming calls, emails, and online reservation requests professionally.
- Assist guests with room bookings, modifications, cancellations, and special requests.
- Provide accurate information regarding room availability, rates, packages, and hotel facilities.
- Ensure reservations are processed accurately and within established service standards.
🤝 Customer Service
- Deliver exceptional customer service to prospective and existing guests.
- Respond to guest inquiries, complaints, and requests promptly and professionally.
- Build positive relationships that encourage guest satisfaction and repeat business.
- Maintain confidentiality of guest information at all times.
🏨 Reservation Operations
- Maintain accurate reservation records using the hotel's reservation management system.
- Verify booking details, payment information, and guest preferences.
- Monitor reservation status and update booking information as required.
- Ensure compliance with hotel reservation policies and procedures.
🔄 Coordination & Communication
- Coordinate with Front Office, Housekeeping, Sales, and other departments to ensure smooth guest arrivals and departures.
- Communicate special requests and VIP reservations to relevant departments.
- Assist in resolving reservation discrepancies efficiently.
- Support daily operational reporting when required.
💳 Administrative Support
- Maintain accurate documentation of reservation transactions.
- Handle payment processing and cash transactions in accordance with hotel policies when applicable.
- Keep updated with promotional offers, seasonal packages, and hotel services.
- Support continuous improvement of reservation processes.
Minimum Requirements
Education
- High School Diploma or equivalent.
- Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field is an advantage.
Experience
- Previous experience in Reservations, Front Office, Guest Services, or Customer Service, preferably within the hospitality industry.
- Experience working with hotel reservation systems is highly preferred.
Preferred Skills
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal abilities.
- Knowledge of hotel reservation systems and booking procedures.
- Strong organizational and multitasking skills.
- Ability to work under pressure in a fast-paced environment.
- Proficiency in Microsoft Office and hotel management software.
- Flexibility to work shifts, weekends, evenings, and public holidays.
Technical Skills
- Hotel Reservation Systems
- Reservation Management
- Customer Service
- Front Office Operations
- Microsoft Office
- Cash Handling
- Email & Telephone Etiquette
- Data Entry
- Booking Management
- Administrative Support
Core Competencies
- Customer Focus
- Communication
- Attention to Detail
- Organization
- Time Management
- Problem Solving
- Teamwork
- Adaptability
- Professionalism
- Multitasking
Who Can Apply?
This opportunity is suitable for professionals currently working as:
- Reservation Agent
- Reservations Executive
- Hotel Reservation Officer
- Front Office Agent
- Guest Service Agent
- Customer Service Representative
- Reservations Coordinator
- Booking Agent
- Front Desk Associate
- Hospitality Customer Service Executive
Professionals from the Hotels, Hospitality, Tourism, Resorts, Travel Agencies, Airlines, Serviced Apartments, and Customer Service industries are encouraged to apply.
CV Tips
Highlight:
- Experience managing hotel reservations and booking systems.
- Customer service achievements and guest satisfaction ratings.
- Knowledge of hotel PMS and reservation software (Opera, Fidelio, or similar).
- Experience handling guest inquiries, reservation modifications, and payment processing.
- Hospitality, tourism, or customer service certifications.
Application Tips
- Quantify your achievements by highlighting reservation volumes, guest satisfaction scores, or customer service accomplishments.
- Showcase your experience using hotel reservation systems and managing guest bookings.
- Highlight your ability to multitask, resolve guest concerns, and coordinate with multiple hotel departments.
- Include hospitality, reservations, customer service, or front office training and certifications.
- Optimize your CV with ATS-friendly keywords such as Reservation Agent, hotel reservations, booking management, guest services, customer service, Front Office, Opera PMS, reservation systems, hospitality, and hotel operations.
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