Reservations Agent

Position Overview

The Reservations Agent role involves handling all reservation requests, modifications, and cancellations via phone, fax, or mail. This position requires evaluating the guest's reservation needs and identifying the suitable room type based on availability and applicable rates. The agent must communicate policies concerning guarantees, special rates, and cancellations effectively while accommodating and recording any special requests.

Key Responsibilities

• Manage reservation requests, changes, and cancellations received through various communication channels.
• Identify guest requirements to assign the correct room type and verify availability accordingly.
• Explain reservation guarantees, special pricing, and cancellation policies to customers.
• Record special reservation types such as complimentary rooms, employee discounts, or travel agent rates accurately in the reservation system.
• Provide information about hotel facilities, services, and room configurations to callers.
• Use effective sales techniques to enhance hotel revenue.
• Execute appropriate escalation procedures to resolve guest concerns.
• Adhere strictly to company policies including personal appearance, confidentiality, asset protection, and guest privacy.
• Deliver excellent guest service by acknowledging guests warmly, anticipating needs, assisting individuals with disabilities, and expressing genuine appreciation.
• Communicate clearly and professionally both verbally and via telephone etiquette.
• Foster cooperative relationships within the team and respond constructively to colleagues' concerns.
• Meet quality assurance standards and perform light physical tasks as required.
• Complete additional duties as assigned by supervisors.

Qualifications and Experience

• Minimum education: High school diploma or equivalent (G.E.D.).
• No prior related work experience required.
• No supervisory experience necessary.
• No licenses or certifications needed.

Additional Information

Job classification: Non-management, full-time position located in Doha, Qatar at Al Corniche Street.

The company is committed to equal opportunity employment, valuing diversity and promoting an inclusive environment for all associates regardless of disability, veteran status, or other protected classes.

Joining Sheraton means becoming part of a global hospitality community with a rich history and culture, delivering meaningful guest experiences and supporting personal growth within a welcoming team.