Job Title: Bilingual Reservation Agent

Job Description:

We are looking for a Bilingual Reservation Agent (Arabic & English) to join our hospitality team and serve as the first point of contact for guests making room bookings. If you’re passionate about customer service, have a keen eye for detail, and want to contribute to a seamless guest experience, this is the role for you.

You’ll manage guest inquiries, reservations, and modifications while promoting our hotel services and ensuring complete satisfaction from first contact through to arrival.

Key Responsibilities:

• Handle incoming calls and emails regarding room bookings in a courteous and professional manner.

• Manage reservations through the hotel’s Property Management System (PMS), ensuring all details are accurate and complete.

• Provide guests with information on room availability, rates, packages, and amenities.

• Process reservation modifications and cancellations, reflecting all changes promptly.

• Upsell rooms and promote special offers to increase revenue.

• Stay informed about hotel promotions, events, and policies to provide up-to-date information to guests.

• Work closely with Front Office, Sales, and Revenue departments for seamless guest coordination.

• Ensure all communications maintain guest confidentiality and data privacy.

• Generate and submit daily and weekly reservation reports for management.

• Deliver a high standard of customer service, aiming for guest satisfaction and loyalty.

Qualifications:

• Fluent in Arabic and English (spoken and written); additional languages are a plus.

• 1–2 years of experience in hotel reservations or a related hospitality role.

• Proficiency in hotel reservation systems such as Opera, Fidelio, or similar PMS software.

• Strong communication, organizational, and problem-solving skills.

• Ability to work under pressure, manage multiple tasks, and maintain strong attention to detail.