Job Description
Are you passionate about hospitality, customer service and sales. Do you enjoy connecting with people, understanding their needs and turning enquiries into memorable experiences.
Rotana is looking for an enthusiastic and results-driven Customer Service Agent to join our Loyalty Programme team.
This is more than a customer service role. You will be at the heart of our Rotana Rewards experience, engaging with members and potential members, promoting the programme and helping us grow our membership community through exceptional service and professional sales techniques.
Your role will include key responsibilities such as-
- Be the first point of contact for members and potential members, providing accurate, professional and engaging assistance.
- Promote Rotana Rewards through confident and consultative sales conversations.
- Meet or exceed daily sales activity targets, including presentations and confirmed memberships.
- Build strong relationships with customers by understanding their needs and providing the right information.
- Handle questions, objections and queries with confidence and professionalism.
- Ensure every call is answered promptly and every interaction reflects the highest standards of customer service and etiquette.
- Keep up to date with Rotana promotions, special events, facilities and experiences across our properties.
- Maintain accurate customer and sales information and ensure member data remains confidential.
- Develop strong knowledge of Rotana destinations, our competitive position and the hospitality marketplace.
- Use Rotana systems and digital platforms effectively, including the Rotana website, online booking platforms, Microsoft Office and Outlook.
- Work closely with the Rotana Rewards team to achieve programme targets and ensure smooth day-to-day operations.
Skills
Education, Qualifications & Experiences
You should ideally have a college diploma and relevant previous work experience. Perfect command of English and Arabic language skills will be an asset. Knowledge of all relevant IT systems such as Amateo (Customer Relationship Management), Microsoft Office and Microsoft Outlook is an advantage.
Knowledge & Competencies
The ideal candidate will be customer driven and with an extremely proactive and focused personality and an outgoing, charismatic and approachable character. You will be able to work independently and promote at all times the brand image and market status. You should be a great team player, portraying a structured and goal oriented work philosophy and possessing following additional competencies-
Understanding Hotel Operations
Effective Communication
Planning for Business
Supervising People
Understanding Differences
Supervising Operations
Teamwork
Adaptability
Customer Focus
Drive for Results
