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.

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

Qualifications

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