Reservations Agent

Job Summary

The Reservations Agent is responsible for handling all reservation enquiries efficiently and professionally while maximizing room revenue and delivering exceptional guest service. The role ensures reservation accuracy promotes the resorts facilities and experiences and creates a seamless booking experience aligned with the standards of Gamra by Mantis and Accor.

Key Responsibilities

Reservations

• Handle reservations received via telephone email website travel agents and online channels.
• Process new bookings amendments cancellations and special requests accurately and promptly.
• Ensure all reservations are entered correctly into the Property Management System (Opera Cloud or equivalent).
• Verify room availability rates packages and booking restrictions.
• Upsell room categories resort experiences and promotional offers to maximize revenue.
• Maintain accurate guest profiles and reservation records.

Guest Service

• Respond to guest enquiries professionally and within established response times.
• Provide accurate information about the resort accommodations restaurants activities and local attractions.
• Coordinate special requests with relevant departments to ensure guest satisfaction.
• Handle guest concerns and escalate issues when necessary.

Revenue & Sales

• Promote direct bookings whenever possible.
• Support the achievement of occupancy ADR and revenue targets.
• Assist in implementing promotional offers and revenue strategies.
• Monitor reservation trends and communicate booking patterns to management.

Coordination

• Work closely with Front Office Housekeeping Sales Finance and other departments to ensure smooth operations.
• Communicate VIP arrivals group bookings and special requests.
• Ensure room allocation requirements are updated before guest arrival.

Administration

• Prepare daily reservation reports and arrival lists.
• Ensure all correspondence is filed and maintained accurately.
• Follow reservation policies procedures and brand standards.
• Maintain confidentiality of guest information.

Qualifications :

• Diploma or Bachelors Degree in Hospitality Management Tourism Business Administration or a related field.
• Minimum 12 years of experience in Reservations Front Office or Guest Services within a hotel or resort.
• Experience in hotel environment is preferred.
• Excellent spoken and written English; Arabic is highly preferred.
• Strong sales and customer service skills.
• Proficiency in Microsoft Office applications.
• Experience with Opera Cloud or a similar Property Management System is an advantage.
• Good understanding of reservation procedures distribution channels and revenue principles.
• Knowledge of the Al Baha region and local attractions is an advantage.
• Basic knowledge of Saudi Labour Law and hospitality regulations is desirable.

Additional Information :

At Gamra by Mantis we create meaningful experiences inspired by nature culture and adventure. As part of the Accor family we seek Heartists who are passionate about hospitality committed to excellence and dedicated to creating memorable guest journeys through genuine care and personalized service.

Remote Work :

No

Employment Type :

Full-time

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