Complex Reservation Agent

About the role

The Complex Reservation Agent is responsible for handling all reservation inquiries, changes, and cancellations for guests at our Lusail property. This role ensures accurate booking information, provides clear guidance on rates and policies, and delivers a high‑standard guest experience.

Key responsibilities

• Process reservation requests, modifications, and cancellations received via phone, fax, or mail.
• Identify guest needs, determine appropriate room types, and verify availability and rates.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests, answer questions about property facilities and services, and assist guests with disabilities.
• Apply sales techniques to maximize revenue and input accurate data into the reservation system.
• Enter special reservation codes for complimentary rooms, employee discounts, travel‑agent rates, and wholesale bookings.
• Follow escalation procedures for guest concerns and adhere to company policies, confidentiality, and appearance standards.
• Maintain a professional telephone etiquette and support team goals.

Required profile

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

Required skills

• Proficiency in using a reservation system to input and retrieve booking data.

What we offer

• Full‑time schedule in a dynamic hospitality environment.
• Opportunity to develop customer‑service expertise within a global hotel brand.