Reservation Agent (Saudi National)

Job description

JOB TITLE: Reservation Agent (Saudi National)
LOCATION: Miraval The Red Sea, Saudi Arabia

Position Summary

As the voice of Miraval The Red Sea, the Reservation Agent plays a pivotal role in shaping each guest’s journey from the very first call or message. With a calm presence, product knowledge, and a sincere passion for wellbeing hospitality, the agent guides prospective guests through discovery, booking, and pre-arrival planning. This role supports Saudi Vision 2030 by empowering Saudi nationals to represent their country's growing wellness tourism sector with pride, professionalism, and grace.

Key Responsibilities

Guest Engagement & Booking

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Respond promptly and professionally to all reservation inquiries via phone, email, or digital platforms.

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Share the essence of Miraval’s wellness philosophy and offerings to help guests find alignment with their personal goals.

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Guide guests through package options, availability, accommodation types, and experience planning touchpoints.

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Accurately process bookings and updates in the reservation system while maintaining attention to detail.

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Conduct follow-up communication as needed to confirm guest information, preferences, and arrival details.

Pre-Arrival Personalization & Coordination

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Collaborate with Experience Planners and Front Office teams to support seamless pre-arrival experiences.

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Capture guest preferences, occasions, and intentions in internal profiles to enable curated stays.

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Flag VIP, repeat, and special occasion guests for personalized service follow-through.

System Management & Reporting

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Maintain updated records in the Property Management System (PMS) and Reservation System.

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Monitor and manage room availability, rate codes, and special offers as per direction.

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Generate daily reservation reports and ensure data accuracy across platforms.

Service Excellence & Communication

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Represent the brand voice with warmth, clarity, and professionalism across all guest interactions.

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Listen attentively and empathetically to guest concerns or requests, resolving or escalating as needed.

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Handle cancellations and booking changes with flexibility and compassion.

Sales Awareness & Revenue Support

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Understand rate structures, packages, and seasonal offers to confidently explain value to guests.

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Suggest relevant wellness enhancements, upgrades, or stay extensions when appropriate.

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Support revenue goals by aligning guest needs with suitable package offerings.

Team Collaboration

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Work closely with Front Office, Sales, Experience Planning, and Marketing teams to support consistent guest messaging and service.

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Attend departmental briefings, training, and cross-functional meetings to stay aligned with offerings and standards.

Desired profile

Qualifications :

Qualifications & Experience

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Saudi National (as part of Miraval’s support of local talent development and Vision 2030).

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Minimum 1 year of experience in hospitality, reservations, or customer service roles; luxury experience preferred.

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Strong verbal and written communication skills in Arabic and English.

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Proficiency in reservation systems (Opera or similar) and Microsoft Office Suite.

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Knowledge of wellness resorts, spa experiences, or holistic hospitality is an advantage.

Skills & Attributes

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Friendly, composed, and professional communication style.

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Strong attention to detail and data accuracy.

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Passionate about hospitality, service, and the guest journey.

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Eager to learn and grow within a wellness environment.

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Highly organized, reliable, and tech-savvy.

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Collaborative spirit with cultural sensitivity and local pride.