Reservations Agent

Position Overview

As a Reservations Agent at Westin Hotels & Resorts in Doha, Qatar, you will manage all reservation requests, modifications, and cancellations received via phone, fax, or mail. Your role involves assessing guests' accommodation needs, verifying room availability and rates, explaining policies including guarantees, special rates, and cancellations, and documenting any special requests.

Key Responsibilities

• Process and manage all reservation inquiries and updates promptly and accurately.
• Determine suitable room types based on guest requirements and confirm availability and pricing.
• Provide detailed explanations of policies related to guarantees, special rates, and cancellations to callers.
• Accommodate and record special guest requests efficiently.
• Answer inquiries about hotel facilities, services, and room specifics.
• Utilize sales strategies to optimize booking revenues.
• Accurately input and retrieve reservation data within the hotel's system, including handling special reservation codes such as complimentary rooms, employee discounts, travel agent rates, and wholesale reservations.
• Escalate guest concerns appropriately following established protocols.
• Adhere to all company policies, maintain a professional appearance and uphold confidentiality.
• Provide courteous guest interactions, anticipate service needs, assist guests with disabilities, and foster positive team collaboration.
• Meet quality assurance standards and perform other reasonable tasks as assigned by supervisors.

Qualifications and Preferences

• Education: High school diploma or equivalent (G.E.D.) required.
• Experience: No prior related experience or supervisory background required.
• Licenses/Certifications: None specified.

Company Commitment and Culture

Westin Hotels & Resorts embraces diversity and inclusivity, valuing the unique backgrounds and talents of all employees. The company promotes a welcoming, accessible environment respectful of equal opportunity principles. Associates are encouraged to prioritize their well-being aligning with the brand’s mission to be the leading wellness-focused hospitality brand. Attributes such as passion, optimism, adventurousness, and commitment to personal wellness are celebrated and supported.

Additional Details

• Job Category: Reservations
• Location: Salwa Road, Doha, Qatar
• Employment Schedule: Full-time
• Work Location: Onsite (not remote)
• Position Level: Non-management