Company Description
Welcome to SLS The Red Sea, where bold creativity and unapologetic luxury come to life.
Part of Ennismore’s globally celebrated lifestyle portfolio, SLS Hotels are known for redefining hospitality through striking design, elevated service, and magnetic social energy. Now open on the Red Sea coast, SLS The Red Sea stands as one of Saudi Arabia’s most exciting lifestyle destinations.
The resort features 150 impeccably designed keys, five dynamic Food & Beverage venues, and a luxurious spa sanctuary, offering guests a seamless blend of indulgence, entertainment, and escape. From vibrant dining experiences to moments of pure relaxation, every detail is crafted to surprise, inspire, and connect.
More than a hotel, SLS The Red Sea is a living stage—a place where creativity thrives, individuality is celebrated, and bold ideas are encouraged. As the journey continues beyond opening, we are building a passionate team to shape the future of this iconic destination. If you’re driven by excellence, energized by lifestyle hospitality, and ready to be part of something extraordinary, this is where your story continues.
Job Description
We are seeking a Reservations Agent to be the first point of contact for guests engaging with SLS The Red Sea. This role is responsible for handling all reservation enquiries with precision, warmth, and efficiency, converting enquiries into confirmed bookings while delivering a guest experience that reflects the confident, bold, and guest-forward spirit of SLS. The Reservations Agent plays a key role in optimizing occupancy and revenue while ensuring seamless, thoughtful service from the very first interaction.
Key Responsibilities
- Respond promptly and professionally to all reservation enquiries via phone, email, and online platforms in accordance with departmental SOPs.
- Identify guest needs, preferences, and travel patterns to recommend suitable room types, packages, and offers.
- Accurately enter and update guest details, payment methods, preferences, and special requests in the property management system.
- Clearly explain hotel facilities, rates, booking terms, cancellation policies, and promotional offers.
- Process reservation modifications, cancellations, and no-show procedures in line with hotel policies.
- Deliver service that is friendly, engaging, confident, and aligned with SLS brand values.
- Apply effective upselling techniques to drive room upgrades, extended stays, and additional services.
- Support revenue management strategies by understanding rate plans, restrictions, and channel distribution.
- Promote direct bookings, loyalty memberships, and the Ennismore Dis-loyalty Program to enhance brand engagement.
- Ensure accurate entry of market segmentation, source codes, and reservation data for reporting and analysis.
- Manage room inventory and availability using Opera Cloud and related reservation systems.
- Conduct regular audits of reservation data to ensure accuracy, completeness, and compliance with standards.
- Maintain confidentiality and data security when handling guest information and payment details.
- Communicate effectively with the Distributions Manager and team regarding daily pace, VIP bookings, special requests, and system issues.
- Share guest feedback and booking insights with Revenue, Sales, and Front Office teams where relevant.
- Support onboarding and knowledge-sharing with new team members.
- Participate in team briefings and contribute to performance targets and service initiatives.
- Run and review daily reservation reports to ensure readiness for arrivals.
- Maintain organized records of group bookings, special requests, and communication logs.
- Merge duplicate guest profiles and maintain a clean, accurate guest database.
- Uphold guest privacy and data protection protocols at all times.
Qualifications
- High school diploma required; diploma or degree in Hospitality, Business, or a related field preferred.
- Minimum 1–2 years’ experience in hotel reservations or guest services; lifestyle or luxury brand experience preferred.
- Prior Middle East experience is an advantage.
- Strong working knowledge of hotel systems, particularly Opera Cloud, OTAs and RESAweb.
- Fluency in English required.
- Excellent verbal and written communication skills with a confident, engaging, and professional tone.
- High attention to detail, strong organizational skills, and the ability to multitask in a fast-paced environment.
- A proactive, positive team player with a strong guest-first mindset.
