Senior Reservations/Booking Specialist - Arabic Speaker

As the Senior Reservations/Booking Specialist you will be responsible for the listing of all the properties in the vacation homes team on both local and international marketing platforms, monitoring the daily rate and ensuring the prices are always accurate, attending to booking and reservations inquiries via phone calls, WhatsApp messages, emails and on booking platforms, accept and confirm bookings and payment from a bank transfer, cash, and walk-in guests.

The responsibilities of this role are as follows, but not limited to;

1. Reservation Management:

- Handle incoming booking inquiries via phone, email, and online platforms, such as booking.com, Airbnb, Expedia.

- Process reservations accurately and efficiently in the company's booking system.

- Monitor availability and manage overbooking scenarios.

- Ensure all reservations are confirmed and guests receive accurate booking information.

2. Customer Service:

- Provide exceptional customer service to guests, addressing their inquiries and resolving issues promptly.

- Assist guests with special requests, changes, and cancellations.

- Follow up with guests post-stay to gather feedback and ensure satisfaction.

- Coordinate with the marketing team to promote available properties and special deals.

3. Revenue Optimization:

- Knowledge of strategies to maximize occupancy and revenue, including managing rates and special offers.

- Awareness market trends and competitor pricing and impacts to strategies.

4. Team Leadership:

- Mentor booking agents, providing guidance and support.

- Assist the Head of Vacation Homes in developing training materials and standard operating procedures.

- Lead by example in maintaining high standards of professionalism and customer service.

5. System and Process Management:

- Maintain and update the reservation system with accurate property availability, rates, and guest information.

- Develop and implement efficient booking procedures to streamline operations.

- Ensure compliance with company policies and industry regulations.

6. Reporting and Analysis:

- Generate regular reports on booking statistics, occupancy rates, and revenue performance.

- Analyse data to identify trends and areas for improvement.

- Provide insights and recommendations to the Head of Vacation Homes to enhance booking strategies.

7. Collaboration:

- Work closely with the marketing, housekeeping, and maintenance teams to ensure smooth operations.

- Help coordinate with property owners to manage their bookings and address their concerns.

- Participate in regular team meetings and contribute to overall business strategy discussions.

• Strong customer service and interpersonal skills.
• Strong organizational skills with the ability to multitask and prioritize workload effectively.
• Proficiency in reservation systems and property management software, such as:
• Hostify (preferable), Avantio, RMS etc

• Strong communication skills, both written and verbal, with the ability to interact professionally with employees at all levels of the organization.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with HR software systems.
• Any other activities which may arise during the course of business and be assigned.

• QUALIFICATION : Bachelor's degree in Hospitality Management is highly desirable.
• EXPERIENCE : Minimum of 3 years of experience in a reservations or customer service role, preferably in the vacation home industry.
• Proven experience in a senior or supervisory role is highly desirable.
• Arabic speaker is highly desirable.
• Available to work additional/out of hours as and when required, so as to meet our business and employee needs.