Reservation Agent (Arabic speaker)

Job description

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