Reservations Agent

About the role

The Reservation Sales Agent at the InterContinental Doha Beach & Spa handles room and Food & Beverage reservation inquiries by telephone, email and online channels, giving guests accurate information on rates, packages and promotions and ensuring a seamless booking experience. The role also maximises revenue through effective selling techniques while delivering courteous, professional service in line with the hotel's luxury standards.

Key responsibilities

• Process new reservations, amendments and cancellations accurately using the hotel's reservation systems.
• Provide guests with accurate information on room availability, rates, packages, promotions, restaurant offerings and facilities.
• Apply upselling and cross-selling techniques to maximise room and F&B revenue.
• Record reservation details, guest preferences, special requests and payment information correctly.
• Explain reservation terms, payment requirements, cancellation policies and booking conditions clearly.
• Coordinate with Front Office, Sales, Food & Beverage and other departments, and handle restaurant reservations, group bookings and event requests.
• Manage restaurant reservations, including special events, group bookings and dining promotions.
• Handle guest concerns and complaints professionally, escalating complex matters to the Reservation Manager when needed.
• Maintain accurate guest records, support promotional activities and comply with hotel policies and brand standards.

Required profile

• Diploma or degree in Hospitality Management, Tourism, Business Administration or a related field is an advantage.
• Previous experience in Reservations, Front Office, Guest Services or a similar customer-facing role is preferred.
• Experience in a five-star or luxury hotel is an advantage.
• Good knowledge of hotel reservation systems and property management systems, preferably Opera.
• Excellent verbal and written communication in English; additional languages are an asset.
• Strong sales skills, good telephone etiquette, strong organisational skills and flexibility to work rotating shifts, weekends and public holidays.