A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property.

What will I be doing?
 

As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards:

Convert inquiries quickly into contracted businessHandle all incoming reservation-related e-mails promptly, in line with standard response times.Identify sales leads, as appropriateRespond to all customers in a highly professional manner, ensuring all reservations are completed accurately and meet the guest's expectationsAble to describe booking terms and policies for various packages.Handle Group reservations (if applicable) including creation of SRP’s, Group Master, rooming list, package setup.Ensure all reservations requests are processed accurately and completely, with relevant information shared with concerned department.Handle modification or cancellation enquiries from guests and partners.   Build and maintain strong relationship with partners, regular bookers, repeat guests.Follow-up on payments for reservations requiring prepayments. (e.g. advance deposits, travel agent bookings with cash payment basis). Collaborate with other departments, including Front Office, Commercial, and Finance. 

Review no-shows and late cancellations and action appropriate action

 

What are we looking for?
 

A Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

Arabic language proficiency is required, along with excellent communication skills in EnglishStrong attention to detail to ensure accuracy in reservation processing and guest informationA passion for delivering exceptional customer service and guest satisfactionHighly professional telephone manner with effective communication skillsProficient computer skills and ability to manage reservation systems efficiently

Previous experience as a Reservations Agent in a 5-star hotel or luxury hospitality environment is an advantage

 

 

What will it be like to work for Hilton?
 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!