Cluster Reservation Agent - Raffles & Fairmont The Red Sea

FAIRMONT RED SEA RESERVATIONS HANDLING • PROCESS INDIVIDUAL AND GROUP RESERVATION REQUESTS EFFICIENTLY AND ACCURATELY THROUGH OPERA / ACCOR SYSTEMS. • RESPOND PROMPTLY TO INQUIRIES VIA PHONE, EMAIL, WEBSITE, OR OTA PLATFORMS. • UPSELL HIGHER ROOM CATEGORIES AND PROMOTE HOTEL PACKAGES TO MAXIMIZE REVENUE. • ENSURE ALL BOOKINGS ARE CONFIRMED WITH COMPLETE AND ACCURATE GUEST INFORMATION. SYSTEM & REPORTING • MAINTAIN RESERVATION RECORDS AND UPDATE CHANGES, CANCELLATIONS, AND NO-SHOWS. • MONITOR DAILY ARRIVALS AND COORDINATE WITH FRONT OFFICE AND HOUSEKEEPING TEAMS. • PREPARE AND SEND DAILY / WEEKLY RESERVATION REPORTS AS REQUIRED. • ENSURE RATE PARITY ACROSS ALL BOOKING CHANNELS. GUEST COMMUNICATION & SERVICE • HANDLE SPECIAL REQUESTS (EARLY CHECK-IN, LATE CHECK-OUT, VIP AMENITIES, ETC.). • COMMUNICATE PROFESSIONALLY WITH TRAVEL AGENTS, CORPORATE CLIENTS, AND WALK-IN GUESTS. • RESOLVE BOOKING-RELATED ISSUES OR ESCALATE WHEN NECESSARY. JOB SPECIFICATIONS • MAINTAIN CONFIDENTIALITY OF GUEST INFORMATION IN LINE WITH DATA PRIVACY STANDARDS. COORDINATION & COMPLIANCE • LIAISE WITH SALES, REVENUE, AND FRONT OFFICE TEAMS FOR GROUP BOOKINGS OR LONG STAYS. • FOLLOW ACCOR POLICIES, RESERVATION PROCEDURES, AND BRAND STANDARDS. • SUPPORT IN OVERBOOKING SITUATIONS AS PER HOTEL REVENUE STRATEGY.

PREVIOUS EXPERIENCE IN HOTEL RESERVATIONS OR FRONT OFFICE (PREFERRED, NOT  MANDATORY FOR ENTRY-LEVEL). KNOWLEDGE OF OPERA PMS / ACCOR RESERVATION SYSTEMS IS AN ADVANTAGE. STRONG COMMUNICATION SKILLS IN ENGLISH (ARABIC IS A PLUS). CUSTOMER-ORIENTED WITH A POSITIVE AND PROFESSIONAL ATTITUDE. ABILITY TO MULTITASK AND WORK UNDER PRESSURE. BASIC KNOWLEDGE OF MICROSOFT OFFICE (EXCEL, OUTLOOK).

Handle individual and group reservation requests efficiently and accurately through Opera / Accor systems. Respond promptly to inquiries via phone, email, website, or OTA platforms. Upsell higher room categories and promote hotel packages to maximize revenue. Ensure all bookings are confirmed with complete and accurate guest information. Maintain reservation records and update changes, cancellations, and no-shows. Monitor daily arrivals and coordinate with front office and housekeeping teams. Prepare and send daily / weekly reservation reports as required. Ensure rate parity across all booking channels. Handle special requests (early check-in, late check-out, VIP amenities, etc.). Communicate professionally with travel agents, corporate clients, and walk-in guests. Resolve booking-related issues or escalate when necessary. Maintain confidentiality of guest information in line with data privacy standards. Liaise with sales, revenue, and front office teams for group bookings or long stays. Follow Accor policies, reservation procedures, and brand standards. Support in overbooking situations as per hotel revenue strategy.