Reservations Agent

RESERVATIONS AGENT

Location: UAE
Employment Type: Full-Time
Department: Reservations / Front Office
Salary: Competitive, based on experience and qualifications

About the Role

We are seeking a professional and customer-focused Hotel Reservations Agent to join our Front Office team. The Reservations Agent will be responsible for handling room reservations, guest inquiries, booking requests, modifications, and cancellations while maximizing room occupancy and revenue.

The ideal candidate should have excellent communication and organizational skills, strong attention to detail, and a good understanding of hotel reservation procedures and systems.

Key Responsibilities

• Handle individual and group room reservation inquiries through telephone, email, online channels, and other booking platforms.
• Process new reservations, amendments, cancellations, and no-show bookings accurately.
• Provide guests with accurate information regarding room types, rates, packages, availability, hotel facilities, and policies.
• Ensure all reservations are entered correctly into the hotel's Property Management System (PMS).
• Monitor room availability, rates, restrictions, and inventory.
• Coordinate closely with Front Office, Sales, Housekeeping, and Revenue Management to ensure accurate room allocation and guest requirements.
• Follow up on tentative and pending reservations to maximize conversion opportunities.
• Verify booking details, payment guarantees, special requests, and guest preferences.
• Handle VIP, corporate, group, and special occasion reservations professionally.
• Maintain accurate reservation records and ensure all guest information is handled confidentially.
• Upsell room categories, packages, and hotel services where appropriate.
• Assist in maximizing occupancy, room revenue, and average daily rate through effective reservation handling.
• Respond promptly and professionally to guest inquiries and resolve reservation-related concerns.
• Ensure compliance with hotel policies, procedures, rate structures, and standards.
• Prepare and maintain daily reservation reports and other required documentation.
• Ensure proper communication and handover of reservation information to the Front Office team.
• Maintain a professional relationship with guests, travel agents, corporate clients, and other business partners.

Qualifications & Experience

• Diploma or Bachelor’s degree in Hotel Management, Hospitality, Tourism, or a related field is preferred.
• Minimum 1–3 years of hotel reservations or Front Office experience.
• Previous experience as a Reservations Agent in a hotel environment is preferred.
• Good knowledge of hotel reservation procedures and room inventory management.
• Experience using a PMS and/or Central Reservation System (CRS).
• Knowledge of OTAs and online booking channels is an advantage.
• Good understanding of room rates, packages, promotions, and hotel policies.
• Strong communication and customer service skills.
• Excellent attention to detail and organizational skills.
• Ability to work under pressure and handle multiple reservations simultaneously.
• Strong computer skills, including Microsoft Office.
• Fluency in English is required; additional languages are an advantage.
• UAE hotel experience is preferred.

Key Competencies

• Reservation & Booking Management
• Customer Service
• Communication Skills
• Attention to Detail
• Sales & Upselling
• PMS/CRS Knowledge
• Room Inventory Management
• Problem Solving
• Teamwork & Coordination
• Time Management
• Professional Telephone & Email Etiquette

What We Offer

• Competitive salary based on experience and qualifications
• Annual leave and air ticket benefits in accordance with company policy
• Medical insurance
• Accommodation/housing support, where applicable
• Staff meals
• Training and professional development opportunities
• Opportunity to grow within the hospitality operation

Pay: AED1,600.00 - AED1,800.00 per month

Work Location: In person