Cluster Reservation Agent

NH Collection Hotels & Resorts; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

NH Collection Dubai The Palm is seeking a dynamic Cluster Reservation Agent to support reservations for both NH Collection Dubai The Palm and DUKES The Palm, Dubai. You will handle inquiries, confirm bookings, and upsell packages while delivering exceptional guest service.

Ideal candidates have experience in Reservations or Front Office in 4- or 5-star hotels, excellent English, and strong organizational skills. Join a premium brand focused on wellbeing, gastronomy and guest experience.

Qualifications

• Experience in Reservations or Front Office in a hotel setting preferred.
• Excellent English communication skills (verbal and written).
• Ability to upsell and maximize revenue across multiple channels.

Responsibilities

• Handle room reservation inquiries through telephone, email, online channels, and other booking platforms.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Provide guests with information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through upselling and cross-selling.
• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are recorded correctly in the system.
• Coordinate with Front Office, Revenue, Sales, Finance, and other departments for a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents, and OTAs.
• Maintain professional communication and respond promptly to guest and partner inquiries.
• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
• Support both cluster properties according to operational and business requirements.

Skills

Reservations

Front Office

Guest Services

Upselling

Teamwork

English Proficiency

Tools

PMS systems

Online booking platforms

Job description

Job Location:

NH Collection Dubai The Palm

NH Collection Hotels & Resorts showcases captivating hotels housed in authentic landmark buildings across Europe, Latin America, the Middle East, Asia, and beyond. Thoughtfully designed with an eclectic-elegant atmosphere, our hotels are built to evoke extraordinary feelings — paying great attention to stimulating details that create truly memorable moments.

We welcome business travellers, friends, and couples seeking premium service, and we craft experiences centred on wellbeing, gastronomy, culture, and pure indulgence. If you are passionate about creating those extraordinary moments for every guest, NH Collection is the place to do it. Feel the extraordinary.

We are looking for a dynamic and guest-focused Cluster Reservation Agent to support the reservations operations of DUKES The Palm, Dubai Hotel and NH Collection Dubai The Palm.

The successful candidate will be responsible for handling reservation enquiries and bookings accurately and efficiently while delivering excellent guest service and maximizing revenue opportunities across both properties.

Key Responsibilities

• Handle room reservation enquiries through telephone, email, online channels, and other booking platforms.
• Process new bookings, amendments, cancellations, and special requests accurately.
• Provide guests with accurate information on room types, rates, packages, promotions, and hotel facilities.
• Maximize revenue opportunities through effective upselling and cross-selling.
• Ensure reservation details, guest profiles, rates, payment instructions, and special requests are correctly recorded in the system.
• Coordinate with Front Office, Revenue, Sales, Finance, and other departments to ensure a seamless guest experience.
• Handle reservations from direct guests, corporate accounts, travel agents, and online travel agencies (OTAs).
• Maintain professional communication and respond promptly to guest and partner enquiries.
• Follow hotel policies, brand standards, reservation procedures, and data confidentiality requirements.
• Support both cluster properties according to operational and business requirements.

Qualifications & Skills

• Previous experience in Reservations, Front Office, Guest Services, or a similar hospitality role is preferred.
• Experience in a 4- or 5-star hotel environment is an advantage.
• Knowledge of hotel reservation/PMS systems and online booking platforms is preferred.
• Excellent verbal and written communication skills in English.
• Strong attention to detail and organizational skills.
• Guest-focused with good sales and upselling abilities.
• Able to multitask and work effectively in a fast-paced environment.
• Positive team player with the flexibility to support both cluster properties.