Cluster Reservation Agent - Raffles & Fairmont The 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).

• Understanding of Ultra-Luxury guest expectations and brand alignment.
• experience in project coordination, scheduling, and document control during pre-Opening stages.
• Experience in pre-Opening is a must.
• A proactive, anticipatory approach with a strong sense of ownership and accountability.
• Impeccable grooming and personal presentation aligned with Luxury standards.