Reservation Agent (Arabic speaker)

Company Description

SO/ is a coveted collection of hotels, rooted in the world of fashion. Making its stylish debut on the global hotel scene in 2011, SO/ continues to command attention with its avant-garde design and creative approach to the world of luxury.

Job Description

We are seeking a professional and customer-focused Reservation Agent (Arabic speaker) to join our team at SO/ Uptown Dubai. As a key member of our reservation department, you will be responsible for handling incoming calls and inquiries in a friendly, efficient, and detail-oriented manner, ensuring exceptional customer service for our guests.

1. Answer incoming calls and respond to email inquiries promptly and professionally, providing accurate information about our accommodations, services, and promotions.
2. Process reservations, modifications, and cancellations using our property management system, ensuring all details are entered accurately and in line with standard operating procedures.
3. Upsell and cross-sell hotel services and amenities to maximize revenue while meeting guest needs.
4. Handle guest inquiries and complaints with empathy and professionalism, working to resolve issues efficiently.
5. Maintain up-to-date knowledge of hotel facilities, services, and current promotions.
6. Collaborate with other departments to ensure seamless guest experiences.
7. Prepare and maintain accurate reservation records, reports, and statistics.
8. Assist in achieving department goals and objectives.
9. Adhere to all company policies, procedures, and safety standards.

Qualifications

1. Fluency in Arabic and English, with excellent verbal and written communication skills in both languages.
2. Proven experience in customer service, preferably in the hospitality or travel industry.
3. Strong interpersonal skills with the ability to interact professionally with guests from diverse cultural backgrounds.
4. Proficiency in reservation software and booking systems (experience with Opera PMS is a plus).
5. Familiarity with Microsoft Office applications.
6. Excellent time management and organizational skills.
7. Detail-oriented with a strong focus on accuracy.
8. Ability to work well in a team and collaborate effectively with other departments.
9. Flexible to work in shifts, including weekends and holidays.
10. Knowledge of local culture and customs in Dubai.
11. Ability to remain calm and professional under pressure.
12. Strong problem-solving skills and the ability to make decisions independently.
13. Passion for delivering exceptional customer experiences.