Reservations Agent

Position Overview

The Reservations Agent will be responsible for managing all reservation-related inquiries received via phone, fax, or mail. This includes processing new bookings, modifications, and cancellations. The agent must assess guest requirements to select suitable room types, confirm room availability and pricing, and clarify reservation policies such as guarantees, special rates, and cancellations. Additionally, they will handle special accommodations and answer any questions related to property amenities and room options. Maximizing revenue through effective sales approaches and accurate input of data into the reservation system is expected. The role also involves marking special reservation categories with appropriate codes, including complimentary stays, employee discounts, and travel agent rates, while adhering to escalation protocols for guest concerns.

Responsibilities

• Process reservation requests, modifications, and cancellations via phone, fax, or mail.
• Identify guest needs and select appropriate room types, confirming availability and rates.
• Communicate guarantee, special rate, and cancellation policies clearly to callers.
• Accommodate and document any special guest requests.
• Provide information on property facilities and room accommodations.
• Utilize sales techniques to optimize revenue opportunities.
• Enter and retrieve data accurately in the reservation system.
• Assign correct codes and rates for special room reservation types.
• Follow escalation procedures when addressing guest complaints or concerns.
• Adhere to company policies including confidentiality, asset protection, and privacy of guests and coworkers.
• Maintain a professional appearance and demeanor in line with company standards.
• Greet guests warmly, anticipate their service needs, assist those with disabilities, and express appreciation genuinely.
• Communicate with colleagues and guests using clear, professional language and phone etiquette.
• Support team members to achieve collective goals and respond appropriately to coworker concerns.
• Comply with all quality assurance standards and expectations.
• Physically handle items weighing up to 10 pounds as part of job duties.
• Perform other reasonable tasks as directed by supervisors.

Qualifications and Eligibility

• Minimum education: High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• No licenses or certifications necessary.

Additional Information

Position is categorized under reservations and is located at West Bay, Doha, Qatar. The role requires working onsite with a full-time schedule. The company is committed to equal opportunity employment, valuing diversity and inclusion. W Hotels is part of Marriott International with a focus on innovation, guest experience excellence, and fostering a supportive team environment. Candidates with original thinking and enthusiasm for redefining hospitality standards are encouraged to join.