Job Description/Specification:
Qatar Airways Group is hiring a Reservation Agent to join its Front Office – Hotels Department in Doha. This customer-focused role is responsible for managing hotel reservations, handling guest inquiries, processing bookings, and delivering exceptional guest experiences through efficient and personalized service.
The ideal candidate has previous experience in hotel reservations, strong communication skills, and knowledge of hotel reservation systems.
About Qatar Airways Group
Qatar Airways Group is one of the world's fastest-growing aviation and hospitality organizations, operating across 12 business divisions. With a reputation for excellence, innovation, and outstanding customer service, the Group provides exceptional career opportunities in aviation, hospitality, retail, catering, and travel services.
About This Role
As a Reservation Agent, you will serve as the first point of contact for hotel guests seeking reservations and accommodation information. You will manage reservations through various channels, explain room rates and hotel products, update reservation systems, coordinate with operational departments, and contribute to revenue generation through upselling and cross-selling opportunities.
Your role is essential in ensuring guests receive professional, accurate, and efficient service from the moment they make their reservation.
Key Responsibilities
Reservations Management
- Respond promptly to reservation requests via telephone, email, and online booking platforms.
- Process new reservations, amendments, cancellations, and special requests accurately.
- Assist guests with reservation inquiries while providing exceptional customer service.
- Ensure reservation details are complete and correctly entered into the hotel system.
Guest Service
- Answer guest questions regarding:
- Room availability
- Room categories
- Rates and packages
- Hotel facilities
- Reservation policies
- Resolve guest concerns professionally and efficiently.
- Deliver personalized service to maximize guest satisfaction.
Rate & Product Knowledge
- Maintain comprehensive knowledge of:
- Hotel products
- Room categories
- Promotions
- Rate structures
- Explain room rates and packages clearly to guests.
- Ensure correct rate codes are applied for every reservation.
Reservation System Administration
- Update:
- Room allotments
- Group bookings
- Block reservations
- Rate codes
- Maintain accurate reservation records across all hotel systems.
- Ensure reservation information remains current and error-free.
Coordination
- Review daily arrival reports.
- Communicate guest requests and arrival information to operational departments.
- Coordinate with:
- Front Office
- Housekeeping
- Sales
- Other hotel departments
- Support seamless guest arrivals and departures.
Reporting & Administration
- Maintain organized reservation correspondence and filing systems.
- Prepare reports as requested by management.
- Submit reservation reports to relevant stakeholders.
- Ensure all documentation is accurate and confidential.
Revenue Generation
- Participate in:
- Upselling programs
- Cross-selling initiatives
- Promote additional hotel services to maximize revenue.
- Support hotel sales and occupancy targets.
Health, Safety & Compliance
- Follow company environmental, health, and safety procedures.
- Maintain safe working practices.
- Perform additional duties assigned by department management.
Minimum Requirements
Experience
- Previous experience as a Reservations Agent.
- Experience working in a 5-star hotel environment.
Education
- Basic literacy and numeracy skills.
Language Requirements
- Excellent spoken and written English.
- Additional languages are an advantage.
Preferred Qualifications
- Experience using Property Management Systems (PMS).
- Good knowledge of Microsoft Office applications.
- Strong hospitality and customer service background.
Technical Skills
- Hotel Reservations
- Reservation Management
- Property Management Systems (PMS)
- Microsoft Office
- Email Correspondence
- Telephone Etiquette
- Booking Systems
- Guest Record Management
- Rate Management
- Group Reservations
- Room Allotments
- Filing Systems
- Report Preparation
- Data Entry
- Customer Service
Core Competencies
- Guest Service Excellence
- Communication Skills
- Attention to Detail
- Organization Skills
- Time Management
- Problem Solving
- Teamwork
- Professionalism
- Sales & Upselling
- Cross-selling
- Customer Relationship Management
- Flexibility
- Adaptability
- Initiative
- Multitasking
Why Join Qatar Airways Group?
Working with Qatar Airways Group provides the opportunity to join one of the world's leading hospitality and aviation organizations, offering:
- International career opportunities
- Professional development and training
- Competitive compensation and benefits
- Dynamic multicultural work environment
- Career growth within Qatar Airways' global network