Eman Abdelrahman

* Shams Hotels & Resorts is an Egyptian Hotel Management, it currently owns and manages the following hotels: Shams prestige , imperial Shams , Shams Safaga , Shams Alam and M/S Nile Shams Cruise

* Full responsibility for everything related to the reservations department, as explained below, and supervising about 10 employees.

* Primarily responsible for taking and managing customer bookings for travel packages, tours, accommodations, and other tourism services, including verifying availability, providing information on destinations and options, processing payments, and ensuring accurate reservation details are recorded while maintaining excellent customer service.

* Taking reservations :

Answering customer inquiries via phone, email, or online booking platforms to take reservations for tours, hotels, transportation, and other travel arrangements.

* Checking availability :

Verifying available dates and times for requested services based on inventory and booking system.

* Providing information :

Answering questions about destinations, tour itineraries, pricing, weather conditions,

* Suggesting options:

Recommending suitable travel packages or customized itineraries based on customer needs and preferences.

* Processing payments :

Securely collecting payment information and processing booking fees.

* Issuing confirmations :

Sending detailed booking confirmations with important details like dates, times, meeting points, and contact information.

* Managing cancellations and changes :

Handling customer requests to modify or cancel existing reservations, including potential penalty fees.

* Updating reservation systems :

Accurately inputting customer data into the company's reservation software.

* Handling complaints :

Addressing customer concerns regarding bookings and providing solutions where possible.

* Maintaining customer relationships :

Building rapport with clients and providing personalized service to encourage repeat business.

* Essential skills for a reservation employee :

Excellent communication and interpersonal skills

Strong customer service orientation

Knowledge of different travel destinations and tourism products Proficiency with reservation systems .

Detail-oriented and ability to multitask

Ability to work under pressure and meet deadlines

• Answering phone calls and responding to emails

• Managing calendars and scheduling appointments

• Preparing and editing documents, reports, and presentations

• Handling mail, packages, and other correspondence

• Maintaining files, databases, and other records

• Providing customer service and support

• Coordinating travel arrangements and events

Training at the following departments:

- Customer Service

- Credit Department

- Operation Department