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.