Reservations Agent

Job Description: The Reservations Agent is responsible for handling all reservation enquiries efficiently and professionally while maximizing room revenue and delivering exceptional guest service. The role ensures reservation accuracy, promotes the resort's facilities and experiences, and creates a seamless booking experience aligned with the standards of Gamra by Mantis and Accor. Key Responsibilities Reservations Handle reservations received via telephone, email, website, travel agents, and online channels. Process new bookings, amendments, cancellations, and special requests accurately and promptly. Ensure all reservations are entered correctly into the Property Management System (Opera Cloud or equivalent). Verify room availability, rates, packages, and booking restrictions. Upsell room categories, resort experiences, and promotional offers to maximize revenue. Maintain accurate guest profiles and reservation records. Guest Service Respond to guest enquiries professionally and within established response times. Provide accurate information about the resort, accommodations, restaurants, activities, and local attractions. Coordinate special requests with relevant departments to ensure guest satisfaction. Handle guest concerns and escalate issues when necessary. Revenue & Sales Promote direct bookings whenever possible. Support the achievement of occupancy, ADR, and revenue targets. Assist in implementing promotional offers and revenue strategies. Monitor reservation trends and communicate booking patterns to management. Coordination Work closely with Front Office, Housekeeping, Sales, Finance, and other departments to ensure smooth operations. Communicate VIP arrivals, group bookings, and special requests. Ensure room allocation requirements are updated before guest arrival. Administration Prepare daily reservation reports and arrival lists. Ensure all correspondence is filed and maintained accurately. Follow reservation policies, procedures, and brand standards. Maintain confidentiality of guest information.

Qualifications: Diploma or Bachelor's Degree in Hospitality Management, Tourism, Business Administration, or a related field. Minimum 1–2 years of experience in Reservations, Front Office, or Guest Services within a hotel or resort. Experience in hotel environment is preferred. Excellent spoken and written English; Arabic is highly preferred. Strong sales and customer service skills. Proficiency in Microsoft Office applications. Experience with Opera Cloud or a similar Property Management System is an advantage. Good understanding of reservation procedures, distribution channels, and revenue principles. Knowledge of the Al Baha region and local attractions is an advantage. Basic knowledge of Saudi Labour Law and hospitality regulations is desirable.

Additional Information: At Gamra by Mantis, we create meaningful experiences inspired by nature, culture, and adventure. As part of the Accor family, we seek Heartists who are passionate about hospitality, committed to excellence, and dedicated to creating memorable guest journeys through genuine care and personalized service.