Al Wadi Resort Service Agent

About the role

Process reservation requests, changes, and cancellations, identify guest needs, verify availability, explain policies, and handle special requests. Provide information about property facilities and services while applying sales techniques to maximize revenue.

Key responsibilities

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs, determine appropriate room type, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests, and answer questions about property facilities and services.
• Apply sales techniques to maximize revenue and input data accurately into the reservation system.
• Record special room reservation types (e.g., complimentary rooms, employee discounts, travel agent rates) using correct codes and rates.
• Follow proper escalation procedures when addressing guest concerns and adhere to company policies and confidentiality standards.
• Welcome and acknowledge all guests, anticipate service needs, assist individuals with disabilities, and thank guests sincerely.
• Communicate clearly and professionally on the telephone, using appropriate etiquette.
• Support team goals, maintain positive working relationships, and comply with quality‑assurance expectations.

Required profile

• High school diploma or G.E.D. equivalent.
• No prior related work experience required.
• No supervisory experience required.
• No specific license or certification required.