Reservations Agent

Reservations Agent – Hotel BookingsReservations Agent
- Hotel Bookings in Dubai, United Arab Emirates is a Hospitality opportunity for an experienced hotel reservations professional skilled in guest enquiries, room inventory, booking systems, rate optimization, group reservations, and revenue-focused customer service. Accor is hiring for this position to manage reservation requests accurately, promote suitable room options, and support occupancy and average room rate objectives within a five-star hotel environment.
Country: United Arab EmiratesCity: DubaiIndustry: HospitalityFunction: Reservations‑TicketingSalary: 3500-5000Gender: AnyCandidate Nationality: AnyJob Type: Full‑timeThe Reservations Agent – Hotel Bookings serves as an important first point of contact for guests planning their stay. The role requires detailed knowledge of hotel rooms, rates, packages, restaurants, facilities, promotions, events, reservation policies, and availability. By listening carefully to guest requirements and recommending the most appropriate accommodation, the agent helps secure bookings, improve conversion, maximize room revenue, and create a positive experience before arrival. Accurate records and close coordination with Front Desk, Sales, Accounts, and other hotel departments are essential for smooth guest service.

Key Responsibilities
Respond promptly and professionally to telephone, email, and other reservation enquiries.
Provide accurate information about room types, rates, availability, hotel facilities, restaurants, promotions, packages, and special events.
Identify guest accommodation needs by asking relevant and open‑ended questions.
Create, amend, confirm, and cancel reservations using the hotel’s approved reservation system.
Assign reservation confirmation or cancellation numbers and clearly communicate them to guests.
Offer confirmation details by email or fax when requested.
Recommend suitable room categories based on guest preferences, occupancy, accessibility, and budget.
Apply upselling and feature‑selling techniques to increase room revenue while meeting genuine guest needs.
Suggest alternative dates, room types, packages, or sister properties when preferred options are unavailable.
Explain deposit, guarantee, payment, amendment, and cancellation policies advance deposits and maintain complete, traceable deposit records.
Process group rooming lists, room blocks, billing instructions, and special requirements.
Record guest preferences and special requests clearly for operational follow‑up.
Identify returning guests and apply the correct profile codes or recognition details.
Maintain accurate reservation correspondence, electronic files, and supporting room inventory and availability throughout the shift.
Remain informed about rate changes, restricted dates, group enquiries, and hotel occupancy conditions.
Support departmental targets for occupancy, average daily rate, conversion, and revenue.
Coordinate booking details with Front Desk, Sales, Accounts, and relevant operating departments.
Complete the daily shift task list and assist colleagues when workloads require additional support.
Follow hotel policies, reservation procedures, service standards, and data confidentiality requirements.
Assist during major hotel events, functions, peak periods, and operational requirements.
Participate in task force assignments supporting new hotel openings when requested.
Carry out other reasonable duties assigned by the management team.
Ideal ProfileHigh school diploma or equivalent 1 year of experience in the same or a closely related reservations position within a five‑star hotel.
Previous experience using Opera or a comparable hotel property management and reservation system.
Sound understanding of room categories, hotel rates, reservation procedures, inventory controls, and guest profiles.
Ability to explain hotel policies clearly and process bookings with a high degree of accuracy.
Confident telephone manner with strong listening, communication, and sales skills.
Ability to recognize booking opportunities and apply appropriate upselling techniques.
Strong interpersonal skills and a guest‑focused approach.
Good problem‑solving ability when handling availability limitations, changes, and special requirements.
Organized working style with careful attention to reservation details and correspondence.
Ability to manage multiple enquiries and administrative tasks in a busy hotel environment.
Effective collaboration with Front Desk, Sales, Accounts, and other departments.
Fluency in spoken and written English.
Additional language skills are advantageous.
Flexibility to support rotating shifts, busy periods, events, and hotel opening assignments.
Skills SetHotel reservationsOpera systemRoom inventory managementReservation processingGroup room blocksRooming listsAdvance depositsGuest enquiriesRate managementRoom availabilityBooking conversionUpsellingFeature sellingConfirmation processingCancellation handlingSpecial request managementGuest profile recognitio