Reservations Sales Agent

Join Red Sea Global Hospitality and become part of a team leading the change in responsible development and regenerative tourism.

Job Title: Reservations Sales Agent

Department: Reservations

Reporting to: Cluster Revenue and Distribution Manager

About Us

Welcome to the next generation of hospitality excellence. We're on a mission to recruit the finest in our industry—seize the opportunity to become part of this pioneering team. Our ethos is deeply rooted in Respect, Responsibility, Passion, and Collaboration, values that guide us in creating extraordinary experiences for our guests and a thriving workplace for our team members. We offer more than just a job—we provide an opportunity to shape the future of luxury hospitality.

The Role

The Reservations Agent is responsible for actively converting bedroom enquiries into confirmed business, whilst providing an exceptional and personalized experience to guests.

Reservation Agent responds timely to communications from guests, travel agents and leads concerning reservations arriving by mail and telephone; prepares confirmation letters and promptly process any cancellations, modifications, and guest’s request.

The Agent’s demeanor should reflect the quality of the hotel to our potential guests and callers. A positive, professional attitude, knowledge of the hotel and a strong attention to detail are traits which our agents are required to have.

Key Areas of Responsibilities

1. Understands and anticipates guest needs and requirements; intuitive understanding of individual preferences, adopting a proactive service orientation to address needs before they are expressed, and adapting communication skills to interpret verbal and non-verbal cues.
2. Provides an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
3. Possess a sales-oriented attitude, maximizing sales, occupancy and room rates as well as upselling all aspects of the hotel.
4. Knows the selling status, rates, and benefits of all packages plans and determines room rates based on the selling tactics of the hotel.
5. Input and update reservations from all booking channels, ensuring that all relevant information is included in the booking and that any special requests or requirements are communicated to relevant departments.
6. Handles daily correspondence and responds to inquiries in a timely manner.
7. Keeps up to date with hotel facilities and amenities, ensuring the hotel benefits are communicated to the guest at the time of reservation.
8. Processes cancellations and modifications and promptly relays this information to the Front office when needed.
9. Understands the hotel's policy on guaranteed reservations and no-shows and ensures implementation.
10. Monitors advances deposit requirements and communicates with Front Office department at the hotels.
11. Identifies regular bookers and communicates details to Sales team for follow up.
12. Maintains and modifies (where necessary) guest profile information to assist the entire hotel in providing exceptional guest recognition.
13. Responsible for keeping accurate paper transactions, and recording of any specific requirement in terms of reservation requests, amenities.
14. Reviews reservation policies and procedures periodically, identifying means of increasing productivity and efficiency within the reservations office.
15. Works to maximize hotel revenue under the guidance of the Director of Revenue and Reservations.
16. Takes a proactive approach to daily reservation department activity, anticipating potential opportunities to improve the overall efficiency of the department.
17. Complies with the departmental standards, objectives, and goals (conversion ratio, mystery shop calls etc).
18. Maintains effective communication within the department and ensure that the Director of Revenue and Reservations is kept well informed of any problems/queries that have arisen.
19. Attends any department training sessions and/or meetings required.
20. Complies with all core and culture standards personally and within the department.
21. Adheres to all health, safety, and fire procedures and processes.
22. Interacts with employees and guests beyond giving and receiving instructions, emphasizing relationships with supervisors, managers, co-workers, and guests.
23. Work closely and communicate effectively with the Front Office and Sales Team to ensure smooth workflow and enhanced guest experience.
24. Assists with setting positive relations both within reservations and other departments to resolve any issues efficiently, and appropriately, to always maintain the smooth running of the hotel operation.
25. Generally being alert for opportunities to improve the profitability of the department.
26. Performs other duties as assigned, requested, or deemed necessary by Management.

Qualifications and Standards

1. Graduate of Hospitality Management, Tourism and Travel, or other related courses.
2. Fluent in written & spoken English and / or Arabic an advantage.
3. Experience working with Opera PMS System.
4. Must possess professional telephone etiquette.
5. Attention to details and able to prioritize tasks.
6. Strong communication skills.
7. Self-motivated and continuously strive to better his/ her skills and increase his/ her knowledge.
8. Able to work with minimal supervision.
9. Previous experience in a similar capacity with a minimum of 1 year is an advantage.
10. Willing to work shifts during weekends and public holidays.

In Return, What We Offer

1. Exciting opportunities for personal and professional development at all levels, featuring targeted development programs aimed at equipping you for your next career move.
2. Competitive compensation package.
3. Access to exclusive perks, complimentary nights, and benefits within Red Sea Global Hospitality.
4. Health Insurance coverage whilst in service.
5. A supportive and inclusive work environment that values diversity and collaboration.
6. Employee Recognition Programs.
7. Daily meals on duty and uniform dry-cleaning services.
8. Year-round events of social, wellness programs, charity drives, and sports activities.

Accessibility and Adjustments

We welcome all applicants and are keen to ensure our employees reflect the diversity of the Kingdom of Saudi Arabia and the communities we serve. We are committed to providing reasonable adjustments throughout our recruitment process, and we’ll always endeavor to be as accommodating as possible. If you would like to discuss any specific requirements, please get in touch with us.

Red Sea Global Hospitality is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.