Reservations Agent (Saudi National) - Reservations - Jumeirah Jabal Omar Hotel

Role Overview

Reservations Agent in the Reservations Department at Jumeirah Jabal Omar Hotel, a luxury property located in Makkah, Saudi Arabia, operated by Jumeirah, a member of Dubai Holding.

Company Overview

Jumeirah is a global leader in luxury hospitality and member of Dubai Holding, operating 31 exceptional properties across 13 countries in the Middle East, Europe, Asia, and Africa. The brand is synonymous with Arabian luxury hospitality and the ability to craft distinctive, purposeful experiences for discerning travellers. Jumeirah Jabal Omar Makkah is located minutes from Masjid Al Haram and offers a seamless blend of comfort, connectivity, and Arabian hospitality in the Holy City, spread across four towers with dining venues, retail outlets, a gym, executive lounge and meeting spaces.

Role Purpose

The Reservations Agent manages guest inquiries and bookings with professional responsiveness, accurate data capture, and clear communication to internal departments to ensure seamless guest experiences and operational coordination.

Key Responsibilities

Guest Communication

• Respond to professional email inquiries within less than 24 hours of receiving queries, prioritizing correspondence pertaining to current or within-the-month bookings.
• Answer calls within 3 rings with proper greetings, adhering to 59 Club & LQA standards.
• Observe proper and professional email and telephone etiquettes.
• Handle guest inquiries in a clear, courteous, and professional manner.

Reservations Management

• Capture all necessary details of guests during the booking process, including recognition of repeaters, contact details, passport copies of all guests, flight details, special occasions, and preferences.
• Ensure guest information is properly updated in the Opera system.
• Read all reservation correspondence thoroughly for Special Instructions and Requests.

Internal Coordination

• Pass Special Instructions and Requests information to the respective departments.
• Communicate last-minute changes including new bookings, cancellations, and additional information to the respective departments.

Skills & Competencies

• Strong communication skills, both written and verbal.
• Ability to handle guest inquiries in a clear, courteous, and professional manner.
• Ability to multitask and work under pressure in a fast-paced environment.
• Competency in MS Office applications.

Additional Information

• This position requires Saudi National status.
• Salary is paid in Saudi Riyals (SAR).
• Benefits include generous F&B benefits, reduced hotel rates across Jumeirah properties globally, excellent leave and health care package, flights home, and other employee benefits.