Reservations Agent

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

We are seeking a detail-oriented and customer-focused Reservations Agent to join our dynamic team in Cairo, Egypt. In this role, you will be the first point of contact for our guests, managing their booking experience with professionalism, efficiency, and genuine care. You will handle a high volume of reservation inquiries while maintaining accuracy and delivering exceptional service that exceeds expectations. This position offers an exciting opportunity to work in a fast-paced environment where your organizational skills and collaborative spirit will directly impact guest satisfaction and organizational success.

• Process, modify, and cancel reservations with accuracy and efficiency while maintaining detailed records in our reservation system
• Respond promptly to guest inquiries via phone, email, and other communication channels with empathy and professionalism
• Provide comprehensive information about accommodations, amenities, rates, and special offers to potential guests
• Collaborate seamlessly with front desk, sales, marketing, and other departmental teams to ensure smooth reservation workflows and consistent guest experiences
• Analyze booking patterns and guest preferences to support revenue optimization initiatives
• Handle guest concerns and complaints with patience and decisiveness, working toward mutually beneficial resolutions
• Maintain organized records and documentation to ensure data integrity and compliance with company policies
• Identify opportunities to upsell services and packages while remaining transparent about offerings
• Adapt quickly to changing priorities and manage multiple reservations simultaneously without compromising quality
• Contribute to a supportive team environment by sharing best practices and assisting colleagues when needed

Qualifications

Required Skills & Experience:

• Previous experience in a reservations, customer service, or hospitality role (preferred but not required for motivated candidates)
• Strong listening and interpersonal skills with the ability to build rapport with diverse guests
• Excellent verbal communication skills in English; additional language proficiency is a valuable asset
• Proficiency with computer systems and reservation management software
• Exceptional attention to detail and accuracy in data entry and record-keeping
• Ability to multitask effectively and prioritize in a high-volume environment
• Strong problem-solving skills with a proactive approach to resolving issues
• Demonstrated ability to work collaboratively within a team structure
• Flexibility to adapt to changing circumstances and learn new processes quickly
• Goal-oriented mindset with a commitment to achieving performance targets

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.