Reservation Agent - Arabic Speaking

Dubai, United Arab Emirates
05 Jan 2017
02 Feb 2017
Job Level

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

Consistently offer professional, friendly and engaging service

  • Book and enter room reservation requests using the Property Management System.
  • Enter rooming lists while ensuring accuracy, as required.
  • Update reservations ensuring a flawless check in and check out process.
  • Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities.
  • Liaise with Sales and other departments as required.
  • Answer telephone and email inquiries in a timely manner.
  • Assist guests regarding hotel facilities in an informative and helpful way.
  • Respond to enquiries about hotel products and services over the telephone, fax, email, etc.
  • Determine Guest’s needs and quotes the appropriate room and rate as per requirements.
  • Book reservation with most accurate information to ensure exceeding guest’s expectations.
  • Arrange accommodation, visas and activity requirements for leisure, corporate and wholesaler’s guests.
  • Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures
  • Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory
  • Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated
  • Ensure knowledge of all facilities of different services and hours of operation in order to respond confidently and effectively to inquiries
  • Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned
  • Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment.


  • Previous customer related experience required
  • Must be able to type 25 words per minute
  • Strong interpersonal and problem solving abilities
  • Highly responsible & reliable
  • Ability to work well under pressure in a fast paced environment
  • Ability to work cohesively as part of a team
  • Ability to focus attention on guest needs, remaining calm and courteous at all times
  • Must possess outstanding Sales skills, Guest service skills, professional presentation and sophisticated communication skills
  • Proficient in English and Arabic languages (Verbal and written)
  • Must be able to handle multitude of tasks in an intense, ever changing environment while remaining calm, collective and accurate
  • Possess full command of CRS, PMS and other Microsoft applications (necessary training will be provided) Computer literacy in Windows, MS Office Suite, PMS systems is an added advantage
  • Must be flexible in terms of working hours (Shift Timing)
  • 1 years experience in similar positions and customer service is preferred.