Cluster Reservations Agent

A Cluster Reservations Agent is responsible for maintaining clear and effective communication regarding all reservations to ensure smooth and efficient service delivery, in line with Marriott and Radisson Blu brand standards. This role involves processing reservation inquiries via phone and email accurately and efficiently, converting inquiries into confirmed bookings to maximize revenue and occupancy, and promoting a workplace culture rooted in the core values of Trust, Integrity, Respect, and One Team.

Key Responsibilities:

Reservation Management

• Handle guest inquiries and reservation requests by phone, fax, email, and other communication channels, using the approved script and service protocols.
• Accurately process, confirm, modify, and cancel reservations using the property management system, ensuring compliance with SOPs.
• Manage special reservation requests, amenities, advance deposits, and compile reports as directed.

Product Knowledge

• Maintain thorough knowledge of hotel facilities, services, and promotions.
• Stay informed of changes affecting room bookings and proactively update relevant departments.
• Promote current packages and assist in cross-selling other cluster or sister properties.

Communication & Administration

• Respond to all internal/external emails within 24 hours; prioritize and action urgent requests immediately.
• Maintain a tidy work area in accordance with hygiene and safety standards.
• Ensure all arrival correspondence is prepared in advance and properly archived.

Reporting & Technology

• Monitor room availability and hotel rates while keeping the Revenue and Reservations team informed.
• Prepare reports using reservation software and applications such as Microsoft Word and Excel.
• Possess strong knowledge of group bookings and property management systems.

Compliance & Safety

• Operate responsibly to safeguard guest and staff health and safety, and minimize environmental impact.
• Respect internal procedures and department SOPs at all times.

Core Knowledge Required:

• Hotel facilities, service hours, and amenities
• Room types, layouts, and availability
• Promotions, packages, and negotiated rates
• Relationships and agreements with travel agencies and corporate partners

Additional Responsibilities:

• Support other departments and undertake assignments as requested to meet operational needs.
• Apply analytical skills to optimize bookings and service delivery.

Candidate Profile:

Qualifications & Skills

• High school diploma required
• Fluent in English (spoken, written, and reading); fluency in Arabic is a strong advantage
• Proficient in Microsoft Office and reservation systems
• Excellent communication, problem-solving, and decision-making abilities
• Team-oriented, with the initiative to identify and act on opportunities
• Able to handle confidential information with discretion

Physical Requirements

• Ability to sit for extended periods during shifts
• Capable of bending, reaching, and lifting objects up to 25 pounds without assistance