Reservation Agent

About Rixos Premium Qetaifan Island North

Situated on the vibrant, artificial Qetaifan Island near Lusail, Doha, Rixos Premium Qetaifan Island North is a top-tier luxury resort operated under the illustrious Accor brand. It harmoniously combines upscale hospitality and thrilling entertainment, making it a premier lifestyle and leisure destination in Qatar.

Role Overview

As a Reservation Agent, you will play a pivotal role at the frontline of guest interaction, ensuring a welcoming and professional experience right from the initial contact. Your responsibilities include handling reservations efficiently, enhancing revenue through strategic upselling, and ensuring that each guest is valued and receives personalized attention.

Key Responsibilities

• Provide attentive, courteous, and engaging assistance for all reservation inquiries across telephone, email, and online platforms.
• Process and record room bookings precisely using the Property Management System, including maintaining detailed guest records and rooming lists.
• Increase revenue by skillfully promoting upgraded room categories, packages, and hotel amenities while prioritizing guest satisfaction.
• Offer detailed and helpful information regarding the resort’s facilities, services, and nearby attractions to support guest planning.
• Handle special guest requests creatively and empathetically to tailor unique experiences.
• Ensure guest details are accurately maintained across all booking channels and reservation databases.
• Examine booking trends and market conditions to aid in revenue management decisions.
• Work closely with front office, housekeeping, and management teams to guarantee smooth guest services and operational flow.
• Respond quickly and effectively to guest inquiries and issues, showcasing problem-solving abilities and dedication to guest care.
• Keep the reservation system updated in real time to maintain data accuracy and prevent overbookings.
• Stay informed about regional market trends, competitors, and local events to provide guests with well-informed suggestions.

Required Qualifications and Skills

• Experience using Property Management Systems (PMS) and Revenue Management Systems (RMS).
• Comprehensive knowledge of hotel booking systems and multiple distribution networks.
• Fluent English communication skills, both spoken and written.
• Proven dedication to delivering excellent customer service with a guest-centric approach.
• Strong multitasking ability, able to handle and process multiple reservations simultaneously.
• Meticulous attention to detail ensuring accuracy in data input.
• Solid understanding of hotel operations and booking procedures.
• Flexible availability, including willingness to work shifts and weekends as required.
• Capability to manage guest concerns effectively with professional problem-solving skills.
• Sales acumen with experience in upselling and meeting targets.

Preferred Experience and Skills

• Prior background as a Reservation Agent or in related hospitality roles.
• Insight into local and regional market conditions, especially within the Middle East.
• Awareness of competitors and Qatar’s attraction events.
• Experience operating multiple reservation platforms and booking sources.
• Ability to communicate in Arabic is advantageous.
• Hospitality or customer service certification or formal training.
• Exposure to luxury or high-end hotel environments.
• Understanding of fundamental revenue management concepts and methodologies.