Reservations Agent

Position Overview

The Reservations Agent will handle all reservation inquiries, modifications, and cancellations received through phone, fax, or mail. The role requires identifying guest requirements to determine suitable room options, verifying availability and applicable rates, and explaining the guarantee, cancellation policies, and special rates. Accurately documenting special requests and answering questions about hotel amenities and services are key duties. The position also involves applying sales strategies to improve revenue, ensuring proper data entry in reservation systems, and categorizing special reservation types including complimentary, employee discount, or wholesale bookings.

Key Responsibilities

• Manage reservation requests and updates through multiple communication channels.
• Assess guest needs to assign appropriate room types and confirm room and rate availability.
• Communicate policies related to guarantees, cancellations, and special pricing effectively.
• Record guest preferences and special requests accurately.
• Provide detailed information about hotel facilities, services, and accommodations.
• Utilize sales techniques to maximize revenue from reservations.
• Input reservation data accurately into the system along with correct coding for different rate types.
• Escalate customer issues following appropriate procedures.
• Adhere strictly to company policies regarding appearance, confidentiality, asset protection, and guest privacy rights.
• Deliver courteous and professional customer service that aligns with brand standards.
• Maintain positive internal communications and collaborate with team members to achieve shared objectives.
• Ensure compliance with quality assurance standards.
• Perform physical tasks including moving or handling objects up to 10 pounds.
• Complete other duties as assigned by supervisors.

Qualifications and Experience

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

Additional Information

This is a full-time on-site position located on Um Al Saneem Street, Doha, Qatar. The role is classified as non-management. The Luxury Collection, part of Marriott International, champions equal opportunity employment, valuing diverse backgrounds and fostering an inclusive workspace. The brand boasts a century-plus heritage and an international portfolio offering luxury hospitality anchored in cultural authenticity and exceptional guest experiences. Candidates passionate about storytelling, cultural richness, and providing personalized hospitality will find this role fulfilling.