Call Center Reservation Agent

About the role

The Ritz-Carlton in Ras Al Khaimah is hiring a full-time, non-management Call Center Reservation Agent. The position handles reservation requests, changes and cancellations received by phone, fax or mail, and requires following the hotel's service standards.

Key responsibilities

• Process reservation requests, changes and cancellations received by phone, fax or mail.
• Identify guest needs, verify room availability and rates, and explain guarantee, special rate and cancellation policies.
• Accommodate and document special requests, and answer questions about facilities, services and room accommodations.
• Follow sales techniques to maximise revenue and use the reservation system to enter and access data.
• Code special room types (complimentary rooms, employee discounts, travel agent inspection rates, wholesale reservations) correctly in the system.
• Follow proper escalation procedures for guest concerns and comply with quality assurance standards.
• Welcome guests, assist people with disabilities and maintain confidentiality and professional appearance.
• Perform other reasonable duties requested by supervisors.

Required profile

• High school diploma or G.E.D. equivalent.
• No related work experience or supervisory experience required.
• Ability to move and lift objects up to 10 pounds without assistance.