Reservations Agent – Full-time Hospitality Role

About the role

The Reservations Agent is responsible for handling all guest reservation requests, changes and cancellations for a leading hospitality brand in Amman. This full-time position ensures accurate booking information, provides excellent service, and supports revenue optimisation.

Key responsibilities

• Process reservation requests, modifications and cancellations received by phone, fax or mail.
• Identify guest needs, verify room availability and rates, and explain guarantee, special rate and cancellation policies.
• Document special requests, answer questions about property facilities and services, and apply sales techniques to maximise revenue.
• Enter and update reservation data in the system, including special room types such as complimentary rooms, employee discounts and travel-agent rates.
• Follow escalation procedures for guest concerns and adhere to company policies, confidentiality and appearance standards.
• Provide courteous telephone etiquette, assist guests with disabilities, and maintain a professional and welcoming demeanor.
• Perform light physical tasks such as moving objects up to 10 lb and undertake other duties as assigned by supervisors.

Required profile

• High school diploma or GED equivalent.
• No prior reservation or hospitality experience required.
• Ability to lift and move items weighing up to 10 lb without assistance.
• Professional appearance and commitment to confidentiality and company policies.

Required skills