Job Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

We are seeking a professional and customer-focused Reservation Agent to join our dynamic team in Madinah, Saudi Arabia. As a Reservation Agent, you will serve as the first point of contact for our guests, delivering exceptional service and ensuring a seamless booking experience. Your enthusiasm, attention to detail, and commitment to guest satisfaction will be instrumental in driving our business success while building lasting relationships with our clientele.

• Respond promptly and professionally to all room reservation inquiries via phone, email, and other communication channels with a friendly and helpful demeanor
• Efficiently process accommodations bookings for diverse market segments, including leisure travelers, business clients, and group reservations
• Accurately input and maintain all reservation information in our Property Management System while ensuring data integrity
• Strategically upsell room types and complementary services to maximize revenue while genuinely addressing guest needs and preferences
• Provide comprehensive information about our property, amenities, facilities, and local attractions in Madinah to enhance the guest experience
• Collaborate seamlessly with front office, housekeeping, and other departments to ensure all guest requests and special requirements are fulfilled
• Handle reservation modifications, cancellations, and special requests with a customer-centric approach and empathetic communication
• Maintain current knowledge of room availability, pricing structures, promotional offers, and seasonal packages
• Resolve guest concerns and complaints in a timely, professional, and solution-oriented manner
• Contribute proactively to the continuous improvement of reservation processes and overall guest experience through feedback and innovative suggestions
• Manage multiple tasks efficiently in a fast-paced environment while maintaining composure and organizational excellence

Qualifications

• Excellent command of English with clear verbal and written communication skills
• Professional telephone etiquette and strong interpersonal abilities
• Proficiency with Property Management Systems (such as Opera) and Microsoft Office applications
• Detail-oriented mindset with the ability to multitask effectively in a dynamic environment
• Strong problem-solving capabilities and ability to make sound decisions independently
• Flexible availability to work various shifts, including weekends and holidays as required
• Customer-focused attitude with a genuine passion for delivering exceptional service
• Proven ability to work collaboratively and supportively within a team environment
• Strong organizational skills, time management abilities, and meticulous attention to detail
• Knowledge of local Madinah attractions and cultural awareness is advantageous
• Proficiency in additional languages beyond English is preferred
• Demonstrated conflict resolution and guest service recovery experience
• Ability to handle high call volumes and maintain composure under pressure

Additional Information

Prior experience working with Opera or a related system

Strong interpersonal and problem solving abilities

Fluency in English, additional languages are a plus