Reservations Agent (Saudi National)

We are seeking a Reservations Agent to be the first point of contact for guests engaging with SLS The Red Sea. This role is responsible for handling all reservation enquiries with precision warmth and efficiency converting enquiries into confirmed bookings while delivering a guest experience that reflects the confident bold and guest-forward spirit of SLS. The Reservations Agent plays a key role in optimizing occupancy and revenue while ensuring seamless thoughtful service from the very first interaction.

Key Responsibilities

• Respond promptly and professionally to all reservation enquiries via phone email and online platforms in accordance with departmental SOPs.
• Identify guest needs preferences and travel patterns to recommend suitable room types packages and offers.
• Accurately enter and update guest details payment methods preferences and special requests in the property management system.
• Clearly explain hotel facilities rates booking terms cancellation policies and promotional offers.
• Process reservation modifications cancellations and no-show procedures in line with hotel policies.
• Deliver service that is friendly engaging confident and aligned with SLS brand values.
• Apply effective upselling techniques to drive room upgrades extended stays and additional services.
• Support revenue management strategies by understanding rate plans restrictions and channel distribution.
• Promote direct bookings loyalty memberships and the Ennismore Dis-loyalty Program to enhance brand engagement.
• Ensure accurate entry of market segmentation source codes and reservation data for reporting and analysis.
• Manage room inventory and availability using Opera Cloud and related reservation systems.
• Conduct regular audits of reservation data to ensure accuracy completeness and compliance with standards.
• Maintain confidentiality and data security when handling guest information and payment details.
• Communicate effectively with the Distributions Manager and team regarding daily pace VIP bookings special requests and system issues.
• Share guest feedback and booking insights with Revenue Sales and Front Office teams where relevant.
• Support onboarding and knowledge-sharing with new team members.
• Participate in team briefings and contribute to performance targets and service initiatives.
• Run and review daily reservation reports to ensure readiness for arrivals.
• Maintain organized records of group bookings special requests and communication logs.
• Merge duplicate guest profiles and maintain a clean accurate guest database.
• Uphold guest privacy and data protection protocols at all times.

Qualifications :

• High school diploma required; diploma or degree in Hospitality Business or a related field preferred.
• Minimum 12 years experience in hotel reservations or guest services; lifestyle or luxury brand experience preferred.
• Prior Middle East experience is an advantage.
• Strong working knowledge of hotel systems particularly Opera Cloud OTAs and RESAweb.
• Fluency in English required.
• Excellent verbal and written communication skills with a confident engaging and professional tone.
• High attention to detail strong organizational skills and the ability to multitask in a fast-paced environment.
• A proactive positive team player with a strong guest-first mindset.

Remote Work :

No

Employment Type :

Full-time