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