Overview
Hotels Reservations Agent (Call Center) Jobs in Cairo, Egypt at Winsome Outsourcing Services
Title: Hotels Reservations Agent (Call Center)
Company: Winsome Outsourcing Services
Location: Cairo, Egypt
Job Summary
We are seeking a customer-focused and detail-oriented Hotel Reservation Agent to join our reservations team. The successful candidate will handle inbound and outbound calls, assist guests with hotel reservations, provide accurate information about room availability and hotel services, and deliver an exceptional customer experience. Experience with Genesys or similar call center platforms is highly preferred.
Key Responsibilities
- Handle inbound and outbound reservation calls professionally and efficiently.
- Assist guests with room reservations, modifications, cancellations, and special requests.
- Provide accurate information regarding room types, rates, promotions, hotel facilities, and policies.
- Manage reservations using the hotel's Property Management System (PMS).
- Utilize Genesys to manage customer interactions, call queues, call documentation, and follow-up activities.
- Verify guest information and ensure reservation details are entered accurately.
- Upsell room categories, packages, and additional hotel services whenever possible.
- Resolve guest inquiries and complaints promptly while maintaining high service standards.
- Coordinate with front office and other hotel departments to ensure smooth guest experiences.
- Maintain confidentiality of guest information and comply with company policies.
- Meet individual and team performance KPIs, including service quality, response time, conversion rate, and customer satisfaction.
Qualifications
- Bachelor's degree is preferred.
- 1–2 years of experience in hotel reservations, hospitality customer service, or a call center environment.
- Experience using Genesys is preferred.
- Strong customer service and problem-solving abilities.
- Ability to work under pressure and handle multiple calls simultaneously.
- Good computer skills and proficiency in Microsoft Office.
- Proficiency in English is a must
